SS Everyday Insurance 29JAN2016

Everyday Insurance
by SureSave
Help thats designed for travellers
Combined Financial Services Guide

and Product Disclosure Statement
Effective 29 January 2016
Product Disclosure Statement
About this document

This document is our Combined Financial Services Guide and Product Disclosure Statement.
What we mean when we say...
Before you buy
Here are some important terms to flag up front:
Need to talk to us?
The first part of this document, the Product Disclosure Statement

(PDS), tells you all about the insurance that you are buying. It
also tells you a bit about who we are, how to contact us and the
way that we do business. Certain underwriters at Lloyds are
responsible for the PDS in this document.
There are certain words we use in your insurance policy that have
special meanings. To help you spot them, weve made defined
words a light-grey bold.
Financial Services Guide
You, your, yours, yourself and yourselves mean

you and anyone else shown on your COI as Insured Primary
The Financial Services Guide (FSG) provides the information

about who we are, who we do business with to provide you with
insurance, how we and our business partners are paid, how to
make a complaint and other details to help you decide whether
to use any of the services offered by us. It is at the very end
of this document on page 107 and should be read before the
PDS. Cerberus Special Risks is responsible for the FSG in this
document.
Your contract with us
This Combined FSG and PDS (policy) along with your Certificate
of Insurance (COI) and any other documents we issue to you sets
out the terms and conditions of the insurance we provide to you
when you buy a policy and forms the contract between you and
us. It explains:
Who can buy a policy;
When youre covered and when youre not;
What the policy covers and excludes;
Travellers and Insured Dependants.

We, our, us and ourselves mean certain underwriters
at Lloyds (the insurer) who deal with you through their agent,
Cerberus Special Risks Pty Limited, and SureSave Pty Limited.
See Definitions on page 104 for other words with special
meanings.
Not all insurance policies are the same. So you should read this
policy before you buy it, to make sure it provides the cover you
need.
Here are our contact details:
Emergency Assistance
Phone +612 9234 3113 or +612 8256 1513

Email help@suresave.com.au
Customer Service
Phone 1300 787 376 or +612 9234 3111

Email info@suresave.com.au
Fax
+612 9234 3199
Medical screening
Phone 1300 763 872

Email info@suresave.com.au
Fax
+612 9234 3199
Claims
Phone
Email
Post
Web
1300 625 229

claims@suresave.com.au
Level 21, 680 George St, Sydney, NSW, Australia 2000
suresave.com.au
Your obligations, including what you need to tell us when

you apply, and what you need to do when you need to make a
claim (see page 96 for details); and
Other things you need to know about your insurance.
Table of Contents

1.0 Why SureSave?
04
4.0 Events (when youre covered)
26
2.0 Summary of cover
06
4.1 You havent started your trip yet, and you

have no alternative but to cancel or
rearrange your trip
27
3.0 Getting to know your cover
11
4.2 You need medical help on your trip
The basics: who, where, what, when

and how much?
12
Travelling with an existing

medical condition
14
Automatically Accepted Conditions
16
Travelling while pregnant?
18
Working and volunteering on your trip
19
Cover for sports and other activities
20
Winter Sports Option
23
New for Old Luggage Option
24
Extra cancellation cover
25
Rental Vehicle Excess Option
25
Excess Buy-out Option
25
6.0 Claiming on your policy
95
What to do if you need to claim
96
Will you have to pay an excess?
97
40
Expenses and benefits explained
98
4.3 You have trouble getting from A to B
49
How do trip limits work?
99
4.4 Your luggage is lost, stolen,

damaged or delayed
56
Cancellation, rearrangement and extra

trip costs explained
99
64
7.0 Additional information
101
Changing your policy
102
The legal stuff you need to know
103
4.5 Your rental vehicle is in an accident,

damaged or stolen
4.6 Certain things happen to your passport,
travel documents, credit cards or cash
67
4.7 You need to change your trip plans

or return home early
73
4.8 You are being sued (personal liability)
84
4.9 Something goes wrong on your

winter sports holiday - optional cover
88
5.0 Things well never cover
92
Definitions
104
107
33
Why SureSave

Section 1.0
Why SureSave?
Everything we do is based on helping travellers. We offer world-class
assistance through our Customer Service, our Claims team and our
in-house Australian 24/7 Emergency Assistance division.
Help designed
for travellers
Why SureSave
Why SureSave?
At SureSave, were a straight-talking travel insurance provider, keeping you informed
and covered through our honest and genuine approach to everyday travel.
About SureSave
About Everyday Insurance
Quick start guide
Our company is built around travel and people. We live

and breathe travel and provide cover for over 300,000
travellers each year.
What makes Everyday Insurance by SureSave right for you?

Everyday Insurance is just that: cover designed for the everyday
adventures, activities and experiences which travellers encounter
as they navigate the world.
Here are some suggestions for where you might want to start
looking:
We specialise in travel insurance. The world is full of

wonderful places to visit and experience. Its also packed
with companies offering travel insurance. So at SureSave
we offer something travellers need more than ever: World
Assistance.
We promise to walk the talk 24 hours a day, 7 days a
week. We provide world assistance through our customer
support team, claims and in-house 24/7 Emergency
Assistance division.
Its a never-ending journey full of help, assistance, connection,
emotion and adventure.
Everyday Insurance by SureSave provides expenses and

benefits cover for events such as:
when youre injured in an accident, fall ill or die;

when you have to cancel your trip before you go or while
youre away;
when you have trouble getting from A to B; and
when something happens to your luggage, travel
documents, credit cards or cash.
For more information about the events you are covered for, see
Events (when youre covered) on page 26.
Had an emergency, and need help now?

Call our 24/7 Emergency Assistance team on
+61 2 9234 3113.
Looking to get Travel Insurance?
Check out Getting to know your cover on page 11. Itll give
you an overview of our cover and the options we provide, as
well as other things you need to know.
Had something go wrong, and not sure what to do?
The Events (when youre covered) section on page 26 lists
all the events youre covered for under this policy. In each
section is a checklist of what to do next and how we can help
you. Thats a great place to begin.
Ready to make a claim and want to know how?
Turn to Making a claim on page 96 for a checklist and other
information you need when youre claiming.
Just having a general browse?
Thats great. There are many helpful features to our policy
and by getting to know them, you can really make the most
out of your cover.
Summary of cover
Section 2.0
Summary of cover
Your policy covers you for certain
circumstances or incidents that happen
before you travel and while youre on your trip.
These are known as events. In this section
youll find a summary of your cover.
Summary of cover
Summary of cover
The following table is a summary of the cover that your policy provides. As it is only a summary, please refer to the individual events in
Section 4.0 Events (when youre covered) for a full description of each event. You should also see Sections 3, 5, 6 and 7 for full details of the
coverage, terms, conditions and exclusions that apply to your policy.
4.1 You havent started your trip yet, and you have no alternative
but to cancel or rearrange your trip. See page 27
4.1.1
4.1.2
4.1.3
Events (when youre covered)
Trip limit
You (or someone else on your policy) is sick,

injured or dies
$5,000^
Someone at home or your travelling

companion (not on your policy) is sick, injured
or dies
Cancellation costs
Your flight, other scheduled transport

or overnight tour is delayed, cancelled or
rescheduled
4.1.4
You can no longer stay at your accommodation
4.1.5
A one-off performance or function is cancelled

or rescheduled
4.1.6
Your pre-approved leave is cancelled or you're

made redundant
4.1.7
Your home is severely damaged
4.1.8
Your travel services provider becomes

insolvent
standard cover# for:

Rearrangement costs
Unused tourist visa costs
(Combined trip limit)
4.2 You need medical help on your trip. See page 40

4.2.1
Trip limit
Youre injured in an accident and get medical

help
Unlimited
Overseas medical costs
for up to 12 months after injury first occurs
Medical evacuation costs
Medical repatriation costs
Extra trip costs
Companion costs
PLUS
the following limits per primary traveller*:
$6,000 In-hospital allowance
$6,000 Room service supplement
$10,400 Loss of income
$12,500 Total and permanent disability
$25,000 Accidental death benefit
AND
$10,000
per primary traveller* for:
$5,000 Cancellation costs (standard cover#)

$500 Return of rental vehicle costs
Insolvency unused arrangments

Insolvency rearrangement costs
See footnotes on page 10.
Summary of cover
4.2 You need medical help on your trip (Continued). See page 40
4.2.2
Trip limit
You suddenly get sick on your trip and get

medical help
Unlimited
4.3 You have trouble getting from A to B. See page 49

4.3.1

for up to 12 months after illness first occurs
Trip limit
Your flight, other scheduled transport or tour

is delayed - and its not the operators fault
Unlimited
AND
Extra trip costs

Companion costs
4.3.2
PLUS
Your flight, other scheduled transport or

overnight tour is delayed - and it is the
operator's fault
AND
PLUS

$500 Return of rental vehicle costs
4.2.4
Someone on your policy dies
Waiting around allowance
Missed flight, other scheduled transport or

overnight tour amendment fees
$6,000 Room service supplement
the following limit per primary traveller*:

$2,000 Transport to get to a one-off
performance or function or an overnight tour
or overnight cruise on time
$1,000
Overseas dental costs
Unused arrangements
$6,000 In-hospital allowance
You need a dentist. Urgently. It cant wait until

you get home
$2,000^
Extra accommodation costs
4.2.3
Extra trip costs
4.3.3
The following limits per primary traveller*:

$20,000 Overseas burial or cremation,
repatriation of remains
You miss your flight, other scheduled transport

or overnight tour (and its really not your fault)
Unlimited
Extra trip costs
AND
$25,000 Accidental death benefit

(This benefit is only payable to primary
travellers)
4.4 Your luggage is lost, stolen, damaged or delayed. See page 56
Trip limit
4.4.1
Your luggage is stolen or accidentally lost
$6,000^
4.4.2
Your luggage is accidentally damaged
4.4.3
Your luggage is delayed

Luggage items (standard cover#)
$250-$500
Essential items
8
Summary of cover
4.5 Your rental vehicle is in an accident, damaged or stolen.
4.7 You need to change your trip plans or return home early.
See page 64
4.5.1
See page 73
Trip limit
Your rental vehicle is in an accident, damaged

or stolen
$5,000
4.7.1

Rental vehicle insurance excess
Trip limit
Someone at home or your travelling

companion (not on your policy) is sick, injured
or dies
Unlimited^
PLUS
Rental company administration charges

the following limit per primary traveller*:

$3,000^ Resumption of trip costs
4.6 Certain things happen to your passport, travel documents,

credit cards or cash. See page 67
4.6.1
Trip limit
Your passport or other travel documents are

lost, damaged or stolen
Unlimited
Emergency Australian passport and
related fees
Extra trip costs
PLUS
$2,000 Lost, stolen or damaged passport or
other travel documents
AND
$5,000^ Cancellation costs (standard
cover#)
4.7.2
A one-off performance or function, such as a

wedding, is cancelled or rescheduled
4.7.3
Your destination is declared a Do Not Travel

zone
Unlimited
4.7.4
You can no longer stay at your accommodation
Unlimited
4.7.5
You have to return home early because your

home is severely damaged
AND
4.6.2
Your credit cards are lost or stolen, or your cash

is stolen
Unlimited
Extra trip costs
Extra trip costs
Extra trip costs
Extra trip costs
AND
4.7.6
Your travel services provider becomes

insolvent
$10,000
Insolvency unused arrangments
AND
$2,000 Financial loss

$250 Reimbursement for cash
Summary of cover
4.8 You are being sued (personal liability). See page 84

4.8.1
Trip limit
You are being sued (personal liability)
$2,500,000 for:
Legal costs and expenses
Settlement amount
Damages awarded against you in court
4.9 Something goes wrong on your winter sports holiday optional cover. See page 88
4.9.1
Trip limit
Your winter sports holiday doesnt go to plan
The following limits per primary traveller*:

$1,500 Hire equipment costs
$2,000^ Hire penalty costs
$1,000 Piste closure benefit
We work out the trip limit for this expense (or benefit) based on the number of primary travellers shown on your COI.
All travellers, including dependants, are covered under this limit (unless stated otherwise in your policy). See How do
trip limits work? on page 99 for details.
Sub-limits may apply. Refer to What you can claim under the relevent event section for details.
Extra optional cover available to purchase. Refer to Other options on page 24 for details.
Excess
Our standard cover includes an excess which is shown on your Certificate of Insurance (COI). An
excess is effectively your contribution towards your out-of-pocket expenses if you make a claim.
An excess applies to claims for most expense types payable under events in Sections 4.1-4.5 and
4.7-4.9. See Will you have to pay an excess? on page 97 for more information on when excesses are
payable.
You can find out whether an excess applies to any of the events noted above, by turning to the specific
event in Section 4. There is a note at the end of the What you can claim column within each event
which advises whether an excess is payable for that event or not.
Standard and Optional cover

Our standard cover
Our standard cover was designed with the everyday traveller in mind and is the cover you receive
when you pay our base premium. It provides you with cover under all events listed in Section 4.0
Events (when youre covered) except 4.9 Something goes wrong on your winter sports holiday.
Section 4.0 starts on page 26 and is summarised in the table on the previous pages.
Optional cover (options)
In addition to our standard cover, we also offer a number of options which allow you to tailor your
cover by electing to pay an additional premium at the time you buy your policy. When you add one of
our options, it will be shown on your Certificate of Insurance (COI) . There are two different types of
options:
a) Winter Sports Option: If youre taking a winter sports holiday, you must select the relevant
option at the time you purchase your policy and pay an additional premium in order to have
cover for all events normally covered by our standard cover. See the Winter Sports Option
on page 23 for details.
b) Options that allow you to add extra cover for:
An existing medical
condition
New for Old

Luggage cover
Sports and leisure

equipment
that isnt automatically

accepted (See page 14)
for valuable items

(See page 24)
New for Old Luggage cover is

provided (See page 24)
Cancellation related
expenses
Rental Vehicle
Insurance Excess
Remove the standard

excess
(See page 25)
(See page 25)
(See page 25)
10
Section 3.0
Getting to know your cover
This section contains key information you need to know
about your policy and your options before you buy your policy.
The basics: who, where, what, when and how much?
12
Travelling with an existing medical condition
14
16
18
19
Cover for sports and other activites
20
23
24
25
25
25
11
About your cover
The basics: who, where, what, when and how much?

Learning about your travel insurance may not be the most exciting part of your trip research. But it could be the
most important. Thats why its worth taking a few minutes to get to know your policy.
Who can get

cover?
We insure everyone shown on your Certificate of Insurance (COI)

provided theyre eligible for cover.
To be eligible for cover, you must have a permanent home in Australia
and either:
What am I
covered for?
be an Australian citizen or a permanent resident of Australia;

be on a skilled working visa (e.g. a 457 visa), but not a working holiday
visa;
be a New Zealand passport holder.

In addition, you must have unrestricted right of entry into Australia as
well as access to long-term medical care in Australia (not including
medical care under a Reciprocal Health Care Agreement) to be eligible
for cover.
Taking a winter sports holiday?

If youre taking part in a winter sport or activity on your trip, you must
select the Winter Sports Option to make sure you have cover under all
events provided by our standard cover. (See Winter Sports Option on page
23 for more details.)
We reserve the right to refuse cover or impose special conditions on

anyone who applies for cover.
Theres no age limit on our travel insurance. However, if you are 81 or
over at the time you buy your policy, we will ask you some questions
about your health and lifestyle and then determine whether we will offer
you cover and on what terms.
Taking the kids? Theyre usually covered free!
If your children (and grandchildren) travel with you for the majority of
your trip, well cover them under your policy as dependants at no extra
charge, provided that they:
are under 25 at the time you buy your policy;
dont have a full time job; and
are shown on your COI as a dependant.
Your policy covers you for specific events as set out in the Events
(when youre covered) section - our standard cover - plus any optional
cover shown on your COI. For each event, theres a defined set of
expense and/or benefit types that you can claim if that event happens.
Weve listed these in the What can you claim column within each event.
Optional cover (Options)
You can change your policy to suit your needs by adding extra cover for:
existing medical conditions; new for old cover on your valuables, sports
and leisure equipment; waiving your excess; and increasing your trip
limits for cancellation related expenses. (See page 25 for more details.)
have a partner/spouse visa which allows you to stay in Australia for

at least two years; or
Is there an age limit?
Standard cover
How much am I
covered for?
The expenses (and where relevant, benefits) that you can claim for each
event are detailed in each event section.
Trip limits
Each expense or benefit type has a trip limit. A trip limit is the most you
can claim - or total sum insured - for that particular expense or benefit
type when totalled across all claims you make for all people on your
policy. For more information on how we calculate and apply trip limits,
see How do trip limits work? on page 99.
Excesses
If you make a claim, an excess may apply, which well deduct from
the amount you claim. Your excess is shown on your COI. For more
information on how excesses work, see Will you have to pay an
excess? on page 97. You can also reduce your excess to nil by taking
out the Excess Buy-out Option (see page 25). (Note: you cannot
remove any excess that applies to a specified medical condition.)
12
About your cover
Where am I
covered?
Any trip you take must begin and/or end in Australia.

When you buy your policy, well ask you to list the countries you
intend to visit. If youre not sure exactly which countries youll visit,
or you want some flexibility in your plans, you can list the regions
youre travelling to (rather than just countries). You are covered for all
countries (or regions) shown on your COI. For example, you can say
youre travelling to France, Europe, South America or even Worldwide.
When does my
cover end?
Whats more, if anything unforeseeable and outside of your control

(which is not covered as an event under your policy) prevents you
from getting home by midnight on the trip return date shown on your
COI, well automatically cover you until midnight the following day
(AET).
Do Not Travel warnings

If the Australian Government has issued a Do Not Travel warning for
a specific country or region, you arent covered while youre in that
country or region. If your destination is declared a Do Not Travel zone
while you are on your trip, see Your destination is declared a Do Not
Travel zone on page 80 for information about what youre covered for.
When does your trip start?

Your trip starts at the time you leave your home in Australia on or
after the trip departure date - whichever is later.
Resuming your trip after returning home early?

If you return to your home in Australia before the trip return date
shown on your COI, thats when your cover ends. So if you resume
travelling, you must buy a new policy.
How much does it

cost?
How long?
You can get cover for trips up to a maximum duration of 12 months.
Whose time zone?
All times and dates in this document and displayed on your

COI are in Australian Eastern Time (AET). Make sure you consider
any time differences when taking out your policy, to make sure that
youre covered until you get home.
the number and ages of primary travellers on your policy;

where youre going and how long youre travelling;
any other options you add to your policy.
Up until your trip starts, youre covered under the events in You
havent started your trip yet, and you have no alternative but to
cancel or rearrange your trip (see page 27 for more information).
Cover under all other events begins when your trip starts.
If youre already travelling when you buy your policy, a 72-hour waiting
period applies. This means you wont be able to claim under any events
that occur within the first 72 hours of buying your policy.
We work out how much your premium will cost based on:
whether youre taking a winter sports holiday; and
Which events am I covered for?
Already travelling?
midnight Australian Eastern Time (AET) on the trip return date

shown on your COI.
Well automatically extend your cover for up to six months if an event
happens when you are travelling and that event prevents you from
returning home from your trip before your cover ends. So, if youre
snowed in and have to stay an extra week as a result, well extend
your cover to allow you sufficient time to get home.
You are covered for travelling on a cruise as part of your standard

cover. There is however no cover under any events in this policy when
you are on a cargo ship or freighter.
Your cover starts on the day you buy your policy this is called the
issue date and is shown on your COI. You can buy your policy up to
12 months before your trip starts.
when you get back to your home in Australia; or
What if something happens when Im away, and I cant get home?
Cruises
When does my
cover start?
Your cover ends on the earlier of:
Then we add any government charges, taxes and levies - like GST and
Stamp Duty - to the premium.
Your duty of disclosure

Before you enter into, vary or extend an insurance contract, you have a duty of disclosure under the Insurance
Contracts Act 1984. When we ask you questions that are relevant to our decision to insure you and on what
terms, you must tell us anything that you know and that a reasonable person in the circumstances would
include in answering the questions. When amending or extending your contract of insurance, we will ask you
specific questions about any change in your circumstances. You must tell us about any change to something
you have previously told us otherwise you will be taken to have told us that there is no change. You have this
duty until we agree to insure, amend or extend the contract. If you do not tell us anything you are required
to tell us, we may cancel your contract or reduce the amount we will pay you if you make a claim, or both. If
your failure to tell us is fraudulent, we may refuse to pay a claim and treat the contract as if it never existed.
13
About your cover
Travelling with an existing medical condition

Travel insurance helps cover the costs for most medical conditions or injuries that happen while youre on your trip.
But it may not include existing medical conditions. So if you or anyone shown on your Certificate of Insurance (COI)
has an existing medical condition, heres what to do.
Whats an existing medical

condition?
Are you covered for existing

medical conditions?
Adding a specified medical

condition
An existing medical condition is one for which, in the three years

prior to policy purchase, you have:
The good news is that a number of the most common medical

conditions are automatically covered by your policy as part of
our standard cover. And even if your existing medical condition
is not automatically covered, in many cases youll still be able to
get cover. Heres what you need to know.
If you have one or more existing medical conditions (that arent

automatically covered) that you want cover for, you must let us
know about these conditions before or at the time you buy your
policy and complete a medical screening. Well ask you some
questions about your health and then determine whether we can
offer you cover and if so, on what terms.
had symptoms or been diagnosed;

been prescribed medication;
received (or are waiting for) medical treatment;
received (or are waiting for) tests, investigations or
specialist consultation;
received or been advised to attend a follow-up consultation;
and/or
had surgery or attended a hospital or clinic (as an
outpatient or inpatient).
It also includes any chronic or ongoing medical condition.
This definition applies to you, your travelling companion, a close
relative, someone at home and any other person.
Missed your check-up?
If you received medical advice within the last three years that you
should have had a review, follow-up consultation or treatment for
a medical condition and if you didnt get the review, consultation
or treatment we will classify it as an existing medical condition.

Well automatically cover you for over 40 medical conditions
you can see a list of these in the table on page 16.
If your existing medical condition is on this list, and you satisfy
all the criteria related to that condition, we classify it as an
automatically accepted condition, and you are covered under
events that arise from this automatically accepted condition.
What about a cold or food poisoning?

If youve been diagnosed by a doctor with a simple cold or a
24-hour gastric bug within the past three years, we dont need
to know about it, provided that youre fully healed at the time
you buy your policy.
But if you havent been to the doctor to check out your
symptoms, or if you have been diagnosed by a doctor with a
cold or food poisoning that hasnt cleared up, you may not be
covered if your medical condition leads to a claim.
In many cases, we expect that well be able to offer you cover for
your existing medical condition for an additional premium. If you
choose to pay the additional premium, the condition becomes a
specified medical condition covered under your policy, and the
premium and any additional excess will be shown on your COI.
Youll then be covered under events that arise from that specified
medical condition.
Medical conditions that must always be screened!
If you have ever had any of the following medical conditions, you
must have a medical screening before or at the time you buy your
policy. We will then determine if the condition can be added to
your policy and covered as a specified medical condition.
heart conditions cardiovascular/coronary heart disease;
respiratory conditions (except asthma and/or sleep apnoea
providing they meet the criteria to be automatically covered);
chronic kidney disease;
conditions involving the neck or back;
cancer which has metastasised (the process by which cancer
spreads from the place at which it first arose as a primary
tumour to distant locations in the body);
immune system deficiencies/reduced immunity; or
any terminal illness.
14
About your cover
What happens if you choose not to get cover

for your existing medical condition?
If you have an existing medical condition thats not automatically
covered under your policy and you dont tell us about it, or if you
do tell us about it and then you choose not to add it to your policy
as a specified medical condition, then you wont be covered for
any claim that arises in relation to it.
For example, if you had an operation six years ago to have
your thyroid removed due to a tumour and you currently take
medication to control your hormone level, we consider it to be an
existing medical condition even if it feels like its under control.
If you dont tell us about this condition, or you do tell us and then
dont pay a premium to add it as a specified medical condition,
you wont be covered under any events that arise from that
existing medical condition.
Reminder of your duty of disclosure

Remember - when we ask you questions that are relevant
to our decision to insure you and on what terms, you must
tell us anything that you know and that a reasonable
person in the circumstances should tell us by answering
the questions. See Your duty of disclosure on page 13 for
more information.
What if I develop a medical condition after

buying my policy but before I travel?
If you develop a new medical condition (or the symptoms of one)
after you buy your policy but before you depart on your trip, you
must check with your doctor for written confirmation that you
are fit to travel. If you dont get your doctors written confirmation
before your travel, and are unfit to travel due to your medical
condition, you wont be covered for any claim that arises either
directly or indirectly from that condition.
Dont forget, if you had symptoms of a condition or were
undergoing investigations for it at the time you bought your policy,
we consider that to be an existing medical condition. If you forgot
to tell us about this when you bought your policy, contact us as
soon as possible.
15
About your cover

We automatically cover you for over 40 existing medical conditions as part of our standard cover. Your medical condition
is classified by us as an automatically accepted condition if it is listed in the table below, provided that you satisfy all
criteria listed below for that condition.
Medical condition
Criteria
Medical condition
Criteria
Acne
You havent received treatment for your Acne from a medical

practitioner in the three months prior to buying your policy.
Cataracts
Allergies
At the date you buy your policy, you have:
At the date you buy your policy, you have no ongoing complications,
havent had surgery for Cataracts in the last three months, and have
no surgery planned.
no other known or underlying respiratory conditions or diseases

(for example, Asthma); and
Coeliac Disease
At the date you buy your policy, you havent required hospitalisation
for Coeliac Disease in the last two years, including as an outpatient.
not required treatment from a medical practitioner for your

allergies in the last six months.
Congenital Blindness
No criteria apply
Congenital Deafness
No criteria apply
Diabetes Mellitus
(Types I and II)
At the date you buy your policy, you:
Allergies are limited to Rhinitis, Chronic Sinusitis, Eczema, Food

Intolerance and Hay Fever.
Anaemia (Iron Deficiency)
No criteria apply
Asthma
havent had any complications in the last six months;

have no eye, kidney, nerve or vascular complications; and
are under 60 years of age;
have no known cardiovascular/coronary heart disease.
have no other known or underlying respiratory conditions

(including Sleep Apnoea);
havent required cortisone medication, except taken by inhaler or
puffer; and
havent required hospitalisation for Asthma in the last two years,
including as an outpatient.
Bells Palsy
No criteria apply
Benign Positional Vertigo
At the date you buy your policy, you havent required hospitalisation for
Benign Positional Vertigo in the last two years, including as an outpatient.
Bunions
Carpal Tunnel Syndrome
Dry Eye Syndrome
No criteria apply
Ear Grommets
See Ear Infection.
Ear Infection
(including Glue Ear)
At the date you buy your policy, you have no Ear Infection and no
surgery planned for Ear Infection.
Epilepsy

no underlying medical conditions (for example, previous head
trauma, stroke);
not changed your medication regime for Epilepsy in the last 12
months; and
At the date you buy your policy, you havent had surgery for Bunions
in the last three months and have no surgery planned.
At the date you buy your policy, you havent had surgery for Carpal
Tunnel Syndrome in the last three months and have no surgery planned.
were diagnosed over six months earlier;
not required hospitalisation for Epilepsy in the last two years,

including as an outpatient.
Folate Deficiency
No criteria apply
16
About your cover
Medical condition
Criteria
Medical condition
Criteria
Gastric Reflux
Your Gastric Reflux doesnt relate to another underlying diagnosis

(for example, hernia or gastric ulcer).
Iron Deficiency
No criteria apply
Macular Degeneration
No criteria apply
Glaucoma
At the date you buy your policy, you have no ongoing complications,
havent had surgery for Glaucoma in the last three months, and have
no surgery planned.
Migraine
You havent required hospitalisation for Migraines in the two years

prior to buying your policy, including as an outpatient.
Goitre
The underlying medical cause excludes tumour.
Nocturnal Cramps
No criteria apply
Graves Disease
At the date you buy your policy, you havent received treatment
from a medical practitioner for Graves Disease in the last six
months.
Osteoporosis/Osteopenia
Hashimotos Disease
Hiatus Hernia
At the date you buy your policy, you havent had surgery for Hiatus
Hernia in the last six months and have no surgery planned.
Hypercholestrolaemia/
Hyperlipidaemia
You have no cardiovascular/coronary heart disease, hypertension

and/or diabetes.
Hypertension
(High Blood Pressure)
You have no cardiovascular/coronary heart disease (including,

but not limited to, hypercholesterolaemia and lipidaemia) and/or
diabetes.
havent had any fractures;

dont require more than one medication for this condition; and
have no other conditions involving the neck or back.
Pernicious Anaemia
No criteria apply
Plantar Fasciitis
At the date you buy your policy, you havent had surgery for Plantar
Fasciitis in the last three months, and have no surgery planned.
Raynauds Disease
At the date you buy your policy, you havent required treatment by a
medical practitioner for Raynauds Disease in the last six months.
Sleep Apnoea
At the date you buy your policy you:
Hypothyroidism
(underactive thyroid)
have no other known or underlying respiratory conditions

(including Asthma); and
Hyperthyroidism
(overactive thyroid)
havent required hospitalisation for Sleep Apnoea in the last two

years, including as an outpatient.
Impaired Glucose
Tolerance

were diagnosed over six months earlier;
havent had any complications in the last six months;
have no eye, kidney, nerve or vascular complications; and
have no known cardiovascular/coronary heart disease.
Incontinence
You have no underlying gastrointestinal or urinary condition.
Insulin Resistance
Solar Keratosis
Your condition has been confirmed as benign.
Trigeminal Neuralgia
You havent required treatment by a medical practitioner for

Trigeminal Neuralgia in six months prior to buying your policy.
Trigger Finger
At the date you buy your policy, you havent had surgery for Trigger
Finger in the last three months, and have no surgery planned.
Vitamin B12 Deficiency
No criteria apply
no cardiovascular/coronary heart disease (including, but not

limited to, hypercholesterolaemia and lipidaemia), hypertension
and/or diabetes; and
not required hospitalisation for Insulin Resistance in the last two
years, including as an outpatient.
17
About your cover

Nine months is a long time to stay in one place. Luckily, being pregnant doesnt mean you cant travel safely. But it can
affect what your travel insurance covers you for. Whether youre already pregnant or are actively trying read this
section to find out what youre covered for, and what you need to do when youre buying your policy.
When are you covered?

If youre pregnant at the time you buy your policy, or fall
pregnant afterwards, youll have standard cover under any
event that arises from your pregnancy, provided that the incident
that causes to your claim:
is sudden, unforeseen and outside of your control; and
o
ccurrs up to the end of the 26th week of a single pregnancy
(or the 19th week of a multiple pregnancy).
Further, if your claim arises as a result of pregnancy
complications such as hyperemesis (severe morning sickness),
miscarriage and gestational diabetes, then to be covered under
any event, those (or any other) pregnancy complications must
either have:
first developed unexpectedly after you bought your policy
and not be related to any previous pregnancy complication
youd had prior to buying your policy; or
been added to your policy as a specified medical
condition. (See Adding cover if youve had pregnancy
complications on the right.)
These conditions apply whether you fall pregnant naturally or with
medical assistance (for example, through IVF).
Adding cover if youve had

pregnancy complications
If you have a history of pregnancy complications, either with
a current or past pregnancy, and would like cover for them, you
must tell us about these complications before or at the time you
buy your policy and complete a medical screening. Well ask you
some questions about your health and then decide whether we
can cover you for your pregnancy complications and if so, on
what terms.
If we agree to give you cover, and you choose to pay the
additional premium, your approved pregnancy complications
become specified medical conditions under your policy. The
premium you have paid as well as any additional excess will be
shown on your COI.
For more information on how to add pregnancy complications
as a specified medical condition, see Travelling with an existing
medical condition on page 14.
When arent you covered?

You wont be covered under any events that arise from any past
or current pregnancy complications if those conditions arent
added to your policy as specified medical conditions at the time
you buy your policy.
This means that if you dont tell us about current or past
pregnancy complications at the time you buy your policy - or if
you do tell us about them and choose not to pay the additional
premium to add them as specified medical conditions - you
wont be covered under any events that arise as a result of those
complications.
Also, you should plan your trip so youre home by the end of the
26th week for single pregnancies (or the 19th week for multiple
pregnancies). If you dont, and something happens, you wont be
covered.
Looking to fall pregnant?

You dont need to currently be pregnant to apply for cover in
relation to any pregnancy complications youve had in the
past. If youre thinking about having a baby and you have a
history of pregnancy complications, follow the instructions
on this page to apply for cover. If you dont tell us about
prior pregnancy complications and you then fall pregnant,
theres no cover under your policy for anything that happens
as a result of those complications.
18
About your cover

If youre on an overseas business trip, planning to get a short-term holiday job or volunteering on
your holiday, heres what you need to know.
When are you covered?
When arent you covered?
If you work (or volunteer) when youre on your trip, youll have
standard cover under all events in Section 4 - except for You
are being sued (personal liability) (see page 84 for details) provided that:
We wont cover you if your work (or volunteer activity) causes you
to make a claim under the event You are being sued (personal
liability) - see page 84 for more details.
youre in a temporary, casual or fixed term contract role;

you have the appropriate qualifications, licences, skills
and experience to fulfil the role;
you take reasonable care of yourself and dont put yourself
in a situation where a reasonable person could foresee that
an accident, injury or illness might happen; and
the work you are doing doesnt put you in any of the
following situations:
at heights of over 5m above floor/ground level;

on offshore rigs;
underground;
in mines or caves;
operating machinery or heavy equipment (except small
hand tools);
direct handling of or being in enclosures with non-domestic
animals; or
scientific expeditions or research in remote areas including
within the Arctic Circle, the Antarctic and Greenland.
Working overseas for an

extended period?
Travel insurance is designed for travellers. It isnt a replacement
for private health cover when youre living overseas.
If your employer (or volunteer organisation) has any insurance

cover - such as workers compensation, any government schemes
or other insurance for you you should first make a claim for any
event that occur when you are working on your trip with them. If
there is a difference between what they pay you and the amount
we work out that youre entitled to receive under your policy, well
pay the difference, provided your claim is approved by us.
And remember, theres no cover under your policy for any
business equipment and materials, stock, samples, tools and
items of trade you have with you. (See Luggage on page 56 for
more information on what items are covered as luggage.)
Here are some examples: If youre working or volunteering

in hospitality, tourism, retail, teaching, childcare or as a gym
instructor, provided that you satisfy the requirements above,
weve got you covered. But if youre planning to take a job or do
some voluntary work like cleaning windows on skyscrapers or
spelunking, you will not be covered under your policy if something
happens while youre on the job.
19
About your cover
Cover for sports and other activities

Whether you plan on camel riding under the pyramids or crossing the country on a Harley, make sure youve
got the cover you need. To make the most out of your trip, you should check that youre covered for any
sports and activities you want to do and understand what your responsibilities are.
Which sports and activities do

we cover?
Your policy includes standard cover for participation in a
wide range of sports and activities provided that you meet the
conditions outlined below.
For you to be covered...
when taking part in any sport or activity - you, your travelling

companion, a close relative or someone at home must meet the
following conditions:
Dont participate in a sport or activity we dont cover (See
Sports and activities we dont cover on page 22 for more
information.)
If you are participating in a winter sport, you must buy our
Winter Sports Option and satisfy or comply with any relevant
conditions. (See Winter Sports Option on page 23 for more
information.)
Act responsibly (See points 1 to 3 Act responsibly when... to
the right and on the next page.)
What we mean by act responsibly:

1. Act responsibly when taking part in all sports and activities
No matter what the sport or activity even if its playing tennis or taking a stroll by the lake there are some conditions that must be
followed for you to be covered. Most of these are common sense, but since different people have different ideas of what that means,
weve listed them below.

when taking part in any sport or activity, you, your travelling companion, a close relative or someone at home must:
Follow the rules
comply with any laws, rules, guidelines or other instructions for the sport or activity undertaken.
This applies to rules given by the local authorities (government or private) and by any professional
guides or instructors present. So whether its swimming outside the flags, walking on a ledge that
says Do not access or ignoring instructions from the diving instructor if rules arent followed,
theres no cover.
Use all equipment or

machinery properly
follow the rules, guidelines and other operating instructions for using equipment or machinery as
outlined by the equipments manufacturer, driver or operator, owner and any other appropriate
authority. For example, if you dont wear a life jacket when youre instructed to do so, you wont be
covered if something goes wrong.
Have the appropriate licence

or qualification
have the appropriate licence or other qualification when taking part in a sport or activity that
requires one either in Australia or the destination country. Without the appropriate licence or
qualification, theres no cover. Examples include scuba diving, driving a car or riding a motorcycle.
Dont race except on foot for a distance of less than 50kms.

Dont take part as a professional - where professional
means that you (or they) receive an appearance fee, a wage
or salary from training or participating in that sport or activity
(whether in a competition or not).
Be below 6,000 metres in altitude - theres no cover for any
land sport or activity - such as hiking, cycling, camping - when
it takes place above 6,000 metres in altitude.
Dont participate in an experimental sport or activity this
includes new versions of current sports and activities.
20
About your cover
2. Act responsibly when riding on

motorcycles, scooters, mopeds and
other motorised bikes
If you love to ride, we have good news: youre covered as part
of our standard cover when riding motorised bikes, such as
motorbikes, mopeds and scooters. This includes:
Tours organised by a tour operator.
Trips you plan yourself or with friends.
Hiring a motorised bike for the day.
Riding as a passenger on a motorised bike.

when riding a motorised bike - you, a close relative, your
travelling companion or someone at home must:
Hold a motorcycle
licence
in Australia
Wear a helmet
(as a driver or
passenger)
Follow the road

rules
have the appropriate class of license

in Australia to drive the motorcycle,
moped, scooter or other motorised
bike, in addition to a holding a valid
licence in the destination country.
wear a helmet, either as a driver or
a passenger, even if it isnt required
in the destination country. We
recommend taking a helmet overseas
if theyre not readily available in the
destination country.
comply with all the road rules of the
destination country.
3. Act responsibly when

participating in winter sports
If you plan on participating in any winter sports while on your
trip, you must add the Winter Sports Option and pay an additional
premium. If you dont, you wont have cover under many events
that may happen when youre skiing, snowboarding or taking part
in any other winter sport on your trip.
For example, you wont be covered if youre injured in a ski
accident, need medical help or evacuation, or if your skis or
equipment are stolen.
For more information on this option and the conditions that apply,
see Winter Sports Option on page 23. Further, when participating
in a winter sport, the following conditions must be followed for
you to be covered:

when participating in a winter sport you, a close relative,
your travelling companion or someone at home must:
Follow the Alpine
Responsibility code
follow the Alpine Responsibility Code

when taking part in a winter sport
both in Australia and overseas.
See snowsafe.org.au/alpineresponsibility-code for more details.
Remember, to be covered, you must also comply with all the

conditions listed under Which sports and activities do we
cover? and 1. Act responsibily when taking part in all sports
and activites on page 20.
Remember, to be covered, you must also comply with all the

conditions listed under Which sports and activities do we
cover? and 1. Act responsibily when taking part in all sports
and activites on page 20.
21
About your cover
Sports and activities we dont cover

There are some sports and activities we consider too risky to cover. If your claim arises as a result of you, your travelling companion,
a close relative or someone at home taking part in one of these activities, then there is no cover under your policy.
These are the sports and activities we dont cover:

Abseiling/rapelling when outdoors. Indoor is covered, but only
when done with a licenced operator.
Free soloing
Rallies (in any form)
Gliding, hang-gliding (or any sport in a similar device)
Rickshaw run/tuk-tuk racing
Bobsleighing/bobsledding/skeleton
Horse-riding when: jumping, playing polo, taking part in a rodeo,

doing acrobatics, riding bareback, competitions
Rock-climbing (except in an indoor facility with supervision)
BMX (jumps, tricks, freestyle, racing)
Hunting or animal tracking
Bull-riding
Hydro jet pack/jet pack flying
Canyoning
Ice climbing
Cave diving/cavern diving
Ice fishing
Caving/spelunking (where it is not a commercial tourist

attraction)
Ice hockey
BASE jumping
Cliff diving
Ice skating (or any other activities) when on frozen lakes and
rivers
Deep water soloing
Kite wing
Diving underwater using an artificial breathing apparatus,

unless an open water diving licence is held or when diving
under licensed instruction; commercial diving; diving beyond 40
metres
Luge
Flying in the following circumstances:
Martial arts: with contact; training camps

Motorbiking off-road (dirt-bike riding; motocross)
Motor track/race track experiences
as a passenger in a glider or ultralight;
Mountaineering
as a pilot or crew of any aircraft; or
Parachuting
travel in an air-supported device other than as a passenger

in a licensed passenger aircraft operated by an airline or
charter company
Paragliding, parapenting, parascending

Parkour/freerunning
Free climbing
Potholing
Free diving
Quad biking: under age 15; if done without a licenced operator
Rock fishing
Running of the Bulls
Shooting/rifle range
Skeleton
Skijoring
Ski jumping, acrobatics, freestyle
Skydiving
Snow biking
Snow kiting, snow rafting, snow tubing
Snow-skiing when power-assisted
Speed boating, speed flying, speed riding
Swimming in open water more than 3 nautical miles
from land
Trapeze
Trekking/hiking/tramping above 6,000 metres
Triathlon
Via Ferrata
Waterskiing/wakeboarding (jumps)
Wingsuit flying
22
About your cover

Whether skiing the slopes of Aspen or snowboarding in Niseko, if youre taking part in a winter sport on your trip,
you should make sure youre covered. If you plan on taking part in a winter sport on your trip, and you want to be
covered, you must add the Winter Sports Option.
Which winter sports are covered?

When you add the Winter Sports Option, it will be shown on your COI. There is then cover under Certain events which would otherwise
exclude winter sports and Snow holiday specific incidents (as listed on the right) when you participate in the following winter sports
in areas that a resort, tour operator or relevant local authority has designated as safe.
What does the Winter Sports

Option cover?
When you add the Winter Sports Option, it will be shown on you COI.
Youll then be covered for:
Certain events that would otherwise exclude winter sports
(under standard cover). This means all events in the following
sections:
Winter sports means:
Medical (see page 40 for more details)

Luggage (see page 56 for more detials)
Travel docs or cash (see page 67 for more details)
Being sued (see page 84 for more details)
Snow holiday specific incidents: for example, if your skis are
delayed, lost or stolen; your hired ski equipment is lost, stolen or
damged; or the piste is closed
Snow skiing and

snowboarding
(on-piste and off-piste)
Back-country skiing and

snowboarding
Snowmobiles
Tobogganing
within the resort and terrain

park boundaries on groomed and
ungroomed runs and marked trails
which are patrolled or monitored
by resort authorities
including heli-skiing and cat skiing;

only when on a guided tour with a
licensed tour operator
when provided by the recognised

piste authority for transport to
and from areas designed for
recreational skiing within resort
boundaries, or when on a guided
tour with a licensed tour operator
on marked trails, on-piste only
Cover for winter sports pre-paid costs - such as ski equipment

hire, lift passes and ski school costs - if Youre injured in an
accident and get medical help which means that you cant ski
for more than 24 hours. (See page 43 for details.)
For more information on this option and the conditions that apply, see
Your winter sports holiday doesnt go to plan on page 90.
Sleigh riding and

dog sledding
Cross-country skiing
Ice or glacier walking
Telemark skiing
when on a guided tour with a

on groomed and ungroomed runs

and marked trails
up to 3,000 metres and when on

a guided tour with a licensed tour
operator
within the resort and terrain

park boundaries on groomed and
ungroomed runs and marked trails
which are patrolled or monitored
by resort authorities
No Winter Sports Option - No cover

Just so were clear, if you dont buy the Winter Sports Option and
something happens while youre participating in a winter sport,
you wont have cover for any medical events listed in You need
medical help on your trip on page 40 as well as a number of
other events, such as when You are being sued on page 84. For
full details on what is and isnt covered if you dont have this option,
see Your winter sports holiday doesnt go to plan on page 90.
23
About your cover
Other options
Our standard cover gives you great protection while you travel but you might want a little more.

1. Our standard cover includes...
Our standard cover provides you with cover for the depreciated value
of individual items of luggage up to the item limits shown below. There
are also trip limits which apply to the total amount you can claim
for your luggage see Your luggage is lost, stolen, damaged or
delayed on page 56 for details on trip limits and depreciation.
Individual item limits (standard cover)
Electronics
$4,000
(per item)
Mobile
phones
$1,000
Medical aids
$1,000
Mobile phones,
smart phones,
phablets
For more info

on whats
covered, see
medical aids
in Definitions
(per item)
(per item)
Laptops,
tablets, iPads,
cameras, video
cameras and
other handheld
computers.
Everything
else*
$700
(per item)
All other
items*
*There are special conditions for
Sports and Leisure Equipment there is no standard cover for

sports and leisure equipment. If youre travelling with sports
and leisure equipment (such as musical instruments, surfboards
and bicycles) that you want covered, you must add them to your
policy as specified items. However:
You can add cover for surfboards, kite surfing boards or
windsurfers but not for any other watercraft, and
If you have ski or snowboarding gear this will generally be
included if you add the Winter Sports Option.
Jewellery there is a $2,100 trip limit for all claims for
jewellery on your policy. You cannot add extra cover.
2. Get extra cover when...

You want New for Old cover
Taking a mobile phone, tablet, laptop or other valuables with

you? These items can lose their value quickly and our standard
cover only covers the depreciated value by deducting an amount
for the impact of age and wear and tear from any items original
purchase price ( the depreciated value).
Under the New for Old Luggage Option, if you need to claim for
any item that you have specified on your COI, well pay the cost
of buying a comparable new replacement item. So, for example,
if you add your three-year-old iPhone as a specified item, and it is
then lost, well pay you enough to buy a new one (rather than the
depreciated value). For more information on how much well pay
see Your luggage is lost, stolen, damaged or delayed on
page 56.
3. How to add cover (specified items)

If you want to take out extra cover for individual luggage items
you are taking with you, or get cover for sports and leisure
equipment, you need to add each individual item as a specified
item at the time you buy your policy, and pay the additional
premium for them. Any items you specify will be shown on your
COI as specified items.
All specified items receive New for Old cover if they are stolen,
accidentally lost or accidentally damaged.
How much extra cover can I add?
You can add up to $10,000 worth of specified items - with a

maximum of $4,000 for each individual item.
You need extra cover for individual items
If youre taking items with you that are valued above the individual
item limits shown on the left such as an expensive handbag worth
more than $700 consider taking out New for Old cover for them.
Just remember if you need to make a claim you must provide us
with a receipt to prove their value.
Youre taking sports and leisure equipment

(including musical instruments)
We dont cover any sports and leisure equipment as part of

our standard cover. To add cover for your sports and leisure
equipment, you must specify each item at the time you buy your
policy.
Note: there is no cover for Sports and lesiure equipment when
its in use, even if you have added it to your policy.
24
About your cover
Our standard cover includes a trip limit of $5,000 for

cancellation related expenses. The trip limit applies to all
cancellation related expenses for all claims by everyone shown
on your COI.
Our standard cover includes a trip limit of $5,000 to cover any

rental vehicle insurance excess you have to pay (plus any related
rental company administration charges). See Your rental vehicle
is in an accident, damaged or stolen on page 64 for more
information about these expense types.
Our standard cover includes an excess which is shown on your

COI. An excess is your contribution towards your out-of-pocket
expenses if you make a claim. Paying an excess on your policy
helps us reduce your premiums.
What we mean by
Cancellation related expenses includes only:
Cancellation costs relating to events that occur before your
trip starts and on your trip;
Rearrangement costs relating only to events that occur
before your trip starts; and
Unused tourist visa costs relating only to events that occur
before your trip starts.
2. Get extra cover when

If you plan on renting a vehicle, you should check out how much
excess you would have to pay if the rental vehicle was damaged.
If the excess is more than $5,000, you can elect to increase your
cover.
2. Get extra cover when
For an additional premium, you can increase your rental vehicle

excess cover in increments of $500. Any increase in your cover
will be shown on your COI.
If you need more than our standard cover, you can purchase
additional cover right up to an Unlimited amount.
3. How to add cover
3. How to add cover
When you buy your policy, you can select how much cover you
need, and well let you know what the additional premium is. The
amount of any extra cover you choose will be shown on your COI.
When you buy your policy, you can select the amount of cover you
need for cancellation related expenses, and well let you know
what the additional premium is. The amount of cover you select
will be shown on your COI.
If you make a claim under an event and an excess applies, we

deduct the excess amount from the amount youre entitled to
receive under your policy. See Will you have to pay an excess?
on page 97 for more information.
2. Change your cover when

If you prefer not to pay an excess, you can choose to reduce your
excess to nil.
Important note: the Excess Buy-out Option does not remove any
excess that applies for a specified medical condition.
3. How to change your cover

When you buy your policy, you can elect to remove your excess,
and well let you know what the additional premium is. Any
excesses payable on your policy will be shown on your COI.
Make sure your rental vehicle is insured!

Your policy only covers you for the excess on your rental
vehicle insurance thats the amount you pay the rental
car company if the insured vehicle is stolen or damaged. So
to be protected under this policy, your rental vehicle must
be insured (for example, for collision, loss or damage).
In some countries, like Australia, insurance is normally
included in the rental price. But elsewhere, like the United
States, youll normally need to opt-in and pay extra to
make sure your vehicle is insured.
25
3.0 - When you're covered
Section 4.0
We cover you for certain circumstances that happen before you travel and while you
are on your trip. These are known as events.
In this section, we list the events that are covered by your policy, and the expense and any benefit types you can
claim for each event. Expense types cover out-of-pocket costs (such as doctors bills) and benefit types are cash
amounts paid to you when you meet certain criteria (such as having been in hospital for more than 48 hours).
See Expenses and benefits explained on page 98 for more information. We also explain any special conditions or
exclusions which apply to your cover, and what youll need to do if an event happens.
Before your trip

4.1 You havent started your trip yet, and you have no alternative
but to cancel or rearrange your trip
27
On your trip
4.2 You need medical help on your trip
40
4.3 You have trouble getting from A to B
49
4.4 Your luggage is lost, stolen, damaged or delayed
56
4.5 Your rental vehicle is in an accident, damaged or stolen
64
4.6 Certain things happen to your passport, travel documents, credit cards or cash
67
4.7 You need to change your trip plans or return home early
73
4.8 You are being sued (personal liability)
84
4.9 Something goes wrong on your winter sports holiday - optional cover
88
26
Cancel or rearrange pre-trip
Section 4.1
You havent started your trip yet,
and you have no alternative but to
cancel or rearrange your trip
It can be frustrating when your trip cant go ahead for circumstances
outside your control. But with SureSave, its good to know were here
to help.
What to do when...
What you need to know...
Events youre covered when:
If you havent left yet, and

you need to cancel or
rearrange your trip - heres
what to do
What you need to know

about events in this section
See page 30
4.1.1 - You (or someone

else on your policy) is
sick, injured or dies
See page 31
See page 28
4.1.2 - Someone at home or

your travelling companion
(not on your policy) is sick,
injured or dies
4.1.3 - Your flight, other

scheduled transport or
overnight tour is delayed,
cancelled or rescheduled
See page 32
See page 34
4.1.5 - A one-off
performance or
function is cancelled or
rescheduled
See page 36
4.1.6 - Your pre-approved

leave is cancelled or
youre made redundant
See page 37
4.1.4 - You can no

longer stay at your
accommodation
See page 35
4.1.7 - Your home is

severely damaged
See page 38
4.1.8 - Your travel

services provider
becomes insolvent
See page 39
27
27
Cancel
pre-trip
Cancelororrearrange
rearrange
pre-trip
What to do when...
If youre covered under one of the events in this section, and you have no alternative but to cancel or rearrange your travel plans,
heres some steps you must follow. If you dont, we may either not pay your claim or reduce how much well pay.
Someone is sick, injured or dies

1. Rearrange or cancel your bookings
See box on the right for more detail.
2. Collect the following:
A completed GPs Medical Certificate from the
affected persons treating doctor. You may download
a copy of a medical certificate at: suresave.com.au/
medicalcertificate; and
Hospital admission reports (if the affected person was
admitted to hospital); and
A copy of the Death Certificate (in the case of death); and
Any other reports that are relevant to the circumstances,
such as an ambulance report or police report (if either were
involved).
Your travel services provider

becomes insolvent
2. Get a report from your travel services provider confirming:
They are insolvent, and
The date on which they advised you of their insolvency.
A one-off performance or
function is cancelled or
rescheduled
2. As soon as you know that your one-off performance or
function might be impacted, you must contact the organiser:
For public events (such as a sporting event), you must
get written confirmation from the organiser of the reason
for the change and any alternative arrangements or
compensation they offer.
For weddings get a copy of the confirmation of the
cancellation from the reception venue.
Your home is severely damaged

Rearranging or cancelling your bookings:

For all events in this section, heres what you need to know
about rearranging or cancelling your travel arrangements:
First you must try to rearrange them: You can choose to
reschedule your trip or make alternative arrangements
its up to you. But if you cancel your trip before first trying
to make rearrangements, we may either not pay your
claim or reduce how much we pay you.
Keep an eye on rearrangement costs: The most well
pay for your total claim is the amount it would have cost
to cancel the whole trip (OR the trip limit whichever is
less).
Cancel anything you cant rearrange: If you cant
rearrange some or all of your travel plans, you must
cancel them as soon as possible. If you delay, we may
either not pay your claim or reduce how much we pay
you. But remember, you should only cancel when you
have no other alternative.
Check Changing your policy on page 102 if you have
rearranged your trip dates, as you may need to buy a
new or an additional policy.
2. Obtain a report that your house is uninhabitable from either:

the fire department,
local council,
your insurance company,
a registered structural engineer,
a building surveyor,
a building inspector, or
a registered building practitioner.
28
Cancel
pre-trip
Cancelororrearrange
rearrange
pre-trip
What to do when...
Your flight, other transport

or tour is delayed, cancelled,
rescheduled or unavailable
Written confirmation of what happened from the airline,
other carrier or tour operator; and
Details of any alternative arrangements or
compensation offered by the airline, other carrier or tour
operator (also in writing).
You can no longer stay at your

accommodation
Your leave is cancelled or youre

made redundant
2. If leave has been cancelled, you must provide:
Written confirmation of this from the employer; and
A copy of the original leave application along with the
authorised leave approval
3. In the event of redundancy you must obtain confirmation
in writing from the employer of when notification of the
redundancy was first received.
Rearranging or cancelling your bookings:

For all events in this section, heres what you need to know
about rearranging or cancelling your travel arrangements:
First you must try to rearrange them: You can choose to
reschedule your trip or make alternative arrangements
its up to you. But if you cancel your trip before first trying
to make rearrangements, we may not pay your claim or
reduce how much we pay you.
Keep an eye on rearrangement costs: The most well
pay for your total claim is the amount it would have cost
to cancel the whole trip (OR the trip limit whichever is
less).
Cancel anything you cant rearrange: If you cant
rearrange some or all of your travel plans, you must
cancel them as soon as possible. If you delay, we may
not pay your claim or reduce how much we pay you. But
remember, you should only cancel when you have no
other alternative.
Check Changing your Policy on page 102 if you have
rearranged your trip dates: as you may need to buy a
new or an additional policy.

Written confirmation of what happened from the
accommodation provider; and
Details of any alternative arrangements or
compensation offered by the accommodation provider
(also in writing).
29
Cancel
pre-trip
Cancelororrearrange
rearrange
pre-trip
What you need to know about events in this section

To make sure you know exactly what youre covered for when making a claim under an event in this section, weve included some
important information and definitions up-front that apply to all the events in this section. You should read this information carefully.
What we mean by...

Scheduled transport
Scheduled transport means the following types of transport, as

long as theyre prepaid, scheduled and publicly available:
Flights
Cruises
Buses
Ferries
Trains
Overnight tours
Overnight tours means prepaid, scheduled and publicly available

tours, provided that they:
are overnight or longer;
include accommodation and transport; and
are primarily for sight-seeing purposes (rather than just
getting from A to B), or include a conference or
training component.
Scheduled and publicly available means...
Things you need to know about

expenses in this section
When does cover start and end

for events in this section?
1. The expense types you are covered for are listed in the What
you can claim section under each event. We also detail the
specific out-of-pocket expenses that are included under each
expense type.
Youre covered for the events in this section from when you buy
your policy up until the time you leave your home in Australia
to begin your trip on or after the departure date shown on your
Certificate of Insurance (COI). If you buy your policy after youve
left your home in Australia, theres no cover for the events in this
section. See When does my cover start? on page 13 for more
information.
2. Well only pay up to the cancellation cost for your trip if

you rearrange all or part of your trip, the most well pay for your
total claim is the amount it would have cost to cancel the whole
trip (or the trip limit, whichever is less.)
You should also see Expenses and benefits explained on page 98
for more information about conditions that apply to all expenses
and benefits as well as details about how trip limits work.
Avoiding or minimising your expenses
Ready to claim?
First, work through the checklist for the event you are claiming
under in the section What to do when on page 28. You should
also read Making a claim on page 96 for a checklist of things you
need to do when youre ready to claim.
We only pay expenses which we determine are both

reasonable and necessary. So if you dont take steps to avoid
unnecessary expenses, we either wont pay your claim or we
will reduce the amount we pay.
For example, we either wont cover or we will reduce how
much we pay for any cancellation or rearrangement costs if
you didnt try to cancel or rearrange your trip as soon as you
became aware that your trip would be affected.
that the transport or tour must operate to a published timetable

or schedule and be available to the general public. It doesnt
mean privately hired, rented or chartered transport or tours,
such as privately organised tours, chartered flights, chartered
buses, taxis, hire cars and rickshaws.
30
4.1.1 - You (or someone else on your policy) is sick, injured or dies
A sudden illness or injury means you cant go ahead with your trip. If you or someone on your policy is unable to travel,
we can help with the costs of changing your travel plans.
1. Youre covered when...
2. What you can claim
3. We dont cover you when...
You have no alternative but to cancel or rearrange your upcoming

trip because you (or someone else on your policy) is unexpectedly
declared unfit to travel or dies due to a medical condition.
If we agree youre covered under this event, you can claim for the
following expense types up to the trip limits shown below:
You should have known there could be a problem

You wont be covered if you buy your policy, or make travel
arrangements, after a reasonable person in your situation
would have known that their travel plans could be affected by
the incident that led to your claim.
To be covered, the medical condition must have first developed

after you bought your policy and before your trip starts.
If the condition is an existing medical condition, well only cover
you if its either:
An automatically
accepted condition:
A specified
medical condition:
(See Automatically Accepted
(This is an existing medical

condition that we have agreed
to cover in writing and for which
you have paid an additional
premium.)
Conditions on page 16 for

details.)
OR
Heres what to do if this event has happened to you:

See page 28.
Expense types
Cancellation costs
Well cover the value of any unused,
pre-booked accommodation, prepaid
transport, prepaid tours and prepaid
tickets to public events, less any
refunds received and/or due to you. See
trip costs on page 99 for more detail on
what is covered.
Rearrangement costs
Your cost to rearrange any pre-booked
accommodation, prepaid transport,
prepaid tours and prepaid tickets to public
events, including bookings made with
frequent flyer points. See Cancellation,
rearrangement and extra trip costs on
page 99 for more detail on what is covered.
Trip limit
You werent taking reasonable care of yourself

If you dont take reasonable care of yourself, or you put
yourself in a situation where a reasonable person would have
known that an injury or illness was likely to happen, we wont
cover you.
As shown on
your COI as
cancellation
related
expenses
(combined
limit)

Any charges by the visa authority to
reissue your prepaid tourist visa. Or if you
have to cancel, it includes the value of any
unused portion of your prepaid tourist visa.
More information: See Expenses and benefits explained on page 98.
Excess: An excess is deducted from any claim paid under this event.
See Will you have to pay an excess? on page 97 for more details.
You were taking part in a sport or activity, and you dont

satisfy or comply with our conditions
See Cover for sports and activities on page 20.
Your claim relates to you being pregnant, and you dont
See Travelling while pregnant? on page 18.
Your claim arises from an act or threat of terrorism
Your medical condition isnt one we cover
There are some medical conditions we cant provide cover
for. See Specific medical situations we will never cover in
Things well never cover on page 92.
Always read the entire PDS in order to fully understand
the conditions and exclusions that apply. In particular, see
Things well never cover on page 92 and Claiming on your
policy on page 95.
31
4.1.2 - Someone at home or your travelling companion

(not on your policy) is sick, injured or dies
Whether its a close relative, the person overseeing your business, the sole, full-time carer of your children or a travel
companion if their sickness or injury means you cant travel, well help with the costs of changing your travel plans.
To be covered under this event:
You have no alternative but to cancel or rearrange your upcoming trip because one of the following incidents unexpectedly occurs before
your trip starts:
The medical condition that led to your claim must first

have arisen after you bought your policy, except where the
affected person is a close relative. In that instance, there
may be limited cover for existing medical conditions see
Existing Medical Conditions Claim Cap on page 33.
Your travelling companion

(not on your policy)
dies or is declared unfit to travel

due to a medical condition and
there is no one else suitable to care
for them.
A close relative (of you or your

travelling companion) who is in
Australia or New Zealand
either:
dies;
is hospitalised due to a
medical condition, and you (or
your travelling companion)
reasonably needs to be by their
hospital bedside; or
is incapacitated by a medical
condition and you (or your
travelling companion)
reasonably needs to stay and
assist them.
The person managing your

business interests back in
Australia while you are
due to be on your trip
The sole, full-time carer of your

children in Australia
dies, is hospitalised or declared unfit

for work due to a medical condition
when you are:
dies, is hospitalised or is
incapacitated due to a medical
condition and as a result is no longer
able to care for your children who
are:
a sole trader;
the owner of a family business;
or
a partner in a partnership;
and you need to stay home and look
after your business (or partnership),
because theres no one else suitable
to take their place.
under age 16;
You must get the affected persons treating doctor

to complete our GPs Medical Certificate and submit
this with your claim. Download a copy of the medical
certificate at: suresave.com.au/medicalcertificate.
Where the affected person is your travelling
companion or the close relative of a travelling
companion:
the travelling companion must also cancel or
rearrange their trip; and
their cancellation or rearrangement must mean
you would then be travelling alone if you continued
with your trip as originally planned.
normally live with you in

Australia; and
are not travelling with you;
and there is no one else suitable to
care for them.

See page 28.
Note: If your travelling companion or close relative is on your policy, see You (or someone else on your policy) is sick, injured or
dies on page 31.
32
If we agree youre covered under this event, you can claim for the following expense types up to the trip limits shown below:

You wont be covered if you buy your policy, or make travel
Expense types
Cancellation costs
Well cover the value of any unused, pre-booked accommodation, prepaid transport, prepaid tours
and prepaid tickets to public events, less any refunds received and/or due to you. See Cancellation,
rearrangement and extra trip costs on page 99 for more detail on what is covered.
Rearrangement costs
Your cost to rearrange any pre-booked accommodation, prepaid transport, prepaid tours and prepaid
tickets to public events, including bookings made with frequent flyer points. See Cancellation,
Trip limit
As shown on your COI

as cancellation related
expenses
(combined limit)

Any charges by the visa authority to reissue your prepaid tourist visa. Or if you have to cancel, it includes
the value of any unused portion of your prepaid tourist visa.
Excess: An excess is deducted from any claim paid under this event. See Will you have to pay an excess? on page 97 for more details.
Existing Medical Conditions Claim Cap
To be covered under this event, the medical condition that resulted in your claim must have first arisen after you bought your policy,
except where the affected person is a close relative.
In that case, if at the time you bought your policy, the treating doctor confirms that it was medically unforeseeable that hospitalisation,
death or incapacitation would arise from the close relatives existing medical condition, we will cover your cancellation,
rearrangement and unused tourist visa costs. However, the total amount you can claim (the combined trip limit) across all three
expense types reduces to $2,000 per primary traveller*. This is known as the Existing Medical Conditions Claim Cap.
*We work out the trip limit for this particular expense based on the number of primary travellers on the policy (and shown on your COI). All travellers,
including dependants, are covered under this limit. See How do trip limits work? on page 99 for details.
They werent taking reasonable care of themselves

If your travelling companion, close relative or someone at
home wasnt taking reasonable care of themselves, or put
themselves in a situation where a reasonable person would
have knownthat an injury or illness was likely to happen, we
wont cover you.
home was taking part in a sport or activity and didnt
satisfy or comply with our conditions.
The claim relates to the pregnancy of your travelling
companion where they are more than 26 weeks pregnant for
single pregnancies (or 19 weeks for multiple pregnancies).
The medical condition isnt one we cover
There are some medical conditions we cant provide cover for.
See Specific medical situations we will never cover in Things
well never cover on page 92.
policy on page 95.
33
4.1.3 - Your flight, other scheduled transport or overnight

tour is delayed, cancelled or rescheduled
If your cruise ship is held up in another port by a hurricane or your flight is cancelled due to a strike, well cover your costs to
rearrange or cancel your trip before it even begins.
Your flight, other scheduled transport or overnight tour is delayed,

rescheduled or cancelled before your trip starts due to one of the
following incidents, and, as a result, you have no alternative but to
cancel or rearrange your upcoming trip:

We wont cover you if you buy your policy, or make travel
Severe weather
or natural
disaster
A motor vehicle,
railway, air
or marine
accident
Riot, hijacking,
strike or
civil commotion
Expense types
Cancellation costs
transport, prepaid tours and prepaid
tickets to public events, less any
refunds received and/or due to you. See
trip costs on page 99 for more detail on
what is covered.
Your overnight
tour is cancelled
due to insufficient
numbers but
only when the
tour was the sole
purpose of your
trip.
Rearrangement costs
To be covered for any of the incidents above, you must have bought
your policy and booked the scheduled transport or overnight tour
prior to the earlier of you first becoming aware of the incident that led
to your claim, or it being reported in the mass media.

Any charges by the visa authority to reissue
your prepaid tourist visa. Or if you have to
cancel, it includes the value of any unused
portion of your prepaid tourist visa.
The airport,
port, station,
terminal or other
designated
point of arrival
or departure is
closed by the
relevant official
authority
Emergency
landing or
diversion;
for example,
due to an onboard medical
emergency

See page 29.
Trip limit
As shown on
your COI as
cancellation
related
expenses
(combined
limit)
Your tour is cancelled due to insufficient numbers, there is

no cover for the cost of the tour
If your overnight tour is cancelled due to insufficient numbers,
we wont cover any costs charged to you by the tour company
for its cancellation. We will cover all other cancellation,
rearrangement and unused tourist visa costs, as long as the
sole purpose of your trip was to go on the cancelled tour.
policy on page 95.

34
4.1.4 - You can no longer stay at your accommodation

If your hotel burns down before you start your trip, youre in trouble! But we can help you out when you have nowhere to stay.
You can no longer stay at your pre-booked accommodation due to

one of the following incidents occuring before your trip starts and,
as a result, you have no alternative but to cancel or rearrange your
upcoming trip:

Fire
Severe weather
OR
OR
Natural disaster
To be covered you must have bought your policy prior to the earlier
of you becoming aware of the severe weather, natural disaster or
fire, or it being reported in the mass media.

See page 29.
Expense types
Trip limit
Cancellation costs
Well cover the value of any unused, prebooked accommodation, prepaid transport,
events, less any refunds received and/or due
to you. See Cancellation, rearrangement
and extra trip costs on page 99 for more
detail on what is covered.
Rearrangement costs
accommodation, prepaid transport, prepaid
tours and prepaid tickets to public events,
including bookings made with frequent flyer
points. See Cancellation, rearrangement
As shown on
your COI as
cancellation
related
expenses
(combined
limit)
You didnt comply with official warnings or warnings in the

media - and failed to take appropriate action as a result
For example, if there are widespread media reports of a
cyclone having hit your travel destination a month earlier,
and you dont check that everything is OK with your
accommodation until the day before you travel, you wont be
covered if doing something earlier would have minimised or
reduced your expenses.
policy on page 95.

35
4.1.5 - A one-off performance or function is cancelled

or rescheduled
If youre looking forward to a one-off performance or function such as a wedding or a world cup match, it can be
disappointing and expensive if its cancelled or rescheduled. Thats why we help cover your costs.
The sole purpose of your trip was to attend a one-off performance

or function which is unforeseeably cancelled or rescheduled for
circumstances beyond your control by the organiser before your
trip starts, and, as a result, you have no alternative but to cancel or
rearrange your upcoming trip.

A one-off performance or function means any of the following:
Wedding
OR
Prepaid concert
or festival
OR
Prepaid sporting
event
OR
Graduation
Prepaid training
course or
conference
OR
Funeral
OR

See page 28.
Expense types
Trip limit
Cancellation costs
transport, prepaid tours and prepaid tickets
to public events, less any refunds received
and/or due to you. See Cancellation,
Rearrangement costs
The one-off performance or function was cancelled or

rescheduled due to insolvency or financial collapse
The one-off performance or function that was cancelled or
rescheduled was your own wedding
As shown on
your COI as
cancellation
related
expenses
(combined
limit)

The one-off performance or function was cancelled or

rescheduled due to insufficient numbers
Your claim arose from an act or threat of terrorism
Your claim arose from fraudulent activity
There was a mistake or omission in the booking
This exclusion applies regardless of who made the error, and
whether the error was with your specific booking or a booking made
by the organisers of the relevant one-off performance or function.
Always read the entire PDS in order to fully understand the
conditions and exclusions that apply. In particular, see Things
well never cover on page 92 and Claiming on your policy on
page 95.
36
4.1.6 - Your pre-approved leave is cancelled or youre made redundant

If your boss decides to cancel your leave, or a redundancy means you need to focus on finding work, well help cover the cost of
changing your travel plans.
You have no alternative but to cancel or rearrange your upcoming

trip because one of the following incidents occurs before your trip
starts, either to you or your travelling companion:
expenses listed below up to the trip limits shown below:

Expense types
Is made redundant
(from a full time job or parttime permanent job)
OR
Has their pre-approved

leave cancelled
(from a full time job or
part-time permanent job)
To be covered...
If your claim is due to your travelling companions leave
cancellation or redundancy, then for you to be covered:
they must also cancel or rearrange their trip; and
their cancellation or rearrangement must mean you would
then be travelling alone if you continued with your trip as
originally planned.

See pages 29.
Cancellation costs
prepaid tours and prepaid tickets to
public events, less any refunds received
Rearrangement costs
Trip limit
The redundancy was voluntary

policy on page 95.
As shown on
your COI as
cancellation
related
expenses
(combined
limit)

37
4.1.7 - Your home is severely damaged

Youve planned the trip of a lifetime and then a bushfire destroys your home. You cant even think of travelling now, so heres
how we can help get you through.
Your home in Australia is severely damaged by one of the following

incidents before your trip starts, and as a result you have no
alternative but to cancel or rearrange your trip:

Expense types
Fire
Severe weather
OR
OR
Natural disaster
What do we mean by severely damaged?

We consider your home to be severely damaged if it has been
declared uninhabitable in writing by:
the local council,
a suitably registered structural engineer,

See pages 28.
Cancellation costs
Rearrangement costs
Trip limit

You, your travelling companion, a family member or
someone you were in collusion with caused or contributed
to the destruction of your home
As shown on
your COI as
cancellation
related
expenses
(combined
limit)

policy on page 95.

38
4.1.8 - Your travel services provider becomes insolvent

Your bags are packed. Youre ready to set off on your trip when you get a call insolvency has unexpectedly shut down your airline.
Lucky youve got insurance.
You have a prepaid booking with a travel services provider which

becomes insolvent before your trip starts and, as a result, you have
no alternative but to cancel or rearrange your upcoming trip.

To be covered you must have made the booking prior to leaving

your home in Australia, and news of the travel services providers
insolvency (or potential insolvency) must first have become public
in the mass media after the later of the date you bought your policy
or booked travel arrangements with the travel services provider.
What do we mean by travel services provider?
A travel services provider means any of the following:
A scheduled
and publicly
available airline
A scheduled and
publicly
available bus
operator
A hotel or resort
operator
A scheduled and
publicly available
railway operator
A licensed rental
vehicle company
A scheduled and
publicly
available cruise
line
Expense types
Insolvency unused arrangements
Well reimburse you for the value of any
unused, pre-booked accommodation,
prepaid transport, prepaid tours and prepaid
tickets to public events that you cant use
as a result of the insolvency less any
refunds received or due to you.
Well cover your cost to rearrange any prebooked accommodation, prepaid transport,
frequent flyer points.
Trip limit
$10,000
per primary
traveller*
(combined limit)
*We work out the trip limit for this particular expense based on the number
of primary travellers on the policy (and shown on your COI). All travellers,
including dependants, are covered under this limit. See How do trip limits
work? on page 99 for details.
The insolvency was caused directly or indirectly by war

or civil commotion
We wont cover you if your claim arose directly or indirectly
from war, acts of foreign enemies, hostilities or warlike
operations (whether war was declared or not), civil war,
rebellion, insurrection, civil commotion that amounts to an
uprising, military or usurped power.
policy on page 95.
Insolvent travel services providers

We maintain a list of travel services providers who are
insolvent (or at risk of insolvency) on our website
suresave.com.au/insolvency. We wont cover you under this
event for any travel services provider on that list from the
Insolvent from date shown on our website.

See pages 28.
39
Medical
Section 4.2
You need medical help on your trip

Getting sick or injured on your trip can be stressful. Thats why we help you get the care you need
so you can focus on recovering, not on paying medical bills.
What to do when...
If you need medical help

on your trip or someone
on your policy dies heres
what to do
See page 41

See page 42
4.2.1 - Youre injured

in an accident and get
medical help
4.2.2 - You suddenly get

sick on your trip and get
medical help
4.2.3 - You need a

dentist. Urgently. It cant
wait until you get home.
4.2.4 - Someone on your

policy dies
See page 43
See page 45
See page 47
See page 47
40
Medical
Medical
What to do when...
Contact us on:
If you or someone else on your policy is in an accident, falls ill, has a dental emergency or dies
on your trip, and is covered by one of the events in this section, heres some steps you must
follow. If you dont, we may either not pay your claim or reduce how much well pay.
Our Australia based team of medical professionals is

available 24/7 to help you find the assistance you need.
+612 9234 3113 or +612 8256 1513
You have an accident or fall ill
You have a dental emergency
1. Make sure everyone is safe

If you need immediate help, contact the local emergency
services.
1. Contact DFAT for help liaising with local authorities

Contact the Department of Foreign Affairs and Trade. For the
nearest location, contact us on +612 9234 3113.
1. Seek treatment from a dentist

Get treatment from a licenced dentist call our Emergency
Assistance Team on +612 9234 3113 for help finding one.
2. Seek medical attention

You should get medical help from a medical practitioner, such
as a doctor, or by going to a hospital as soon as possible.
2. Contact us for help

We understand that this is a terrible and difficult time. Please
call us on +612 9234 3113 so we can help you through the
process of dealing with the situation. We can help arrange
repatriation of your loved one or a local burial or cremation,
depending on your wishes.
2. Get it in writing. To make claiming easier, you must get a

report from the dentist who treated you that confirms what
happened, the nature of the dental emergency and what
treatment you received.
Is it an emergency situation?
Yes: contact the local emergency services first, and then call
us on +612 9234 3113 as soon as you can.
No: call our Emergency Assistance Team on +612 9234 3113,
and we can direct you to an appropriate medical facility.
3. Get it in writing
To support your claim, you must provide the following
documents:
Treating doctors (or other medical practitioners) report
confirming what happened and the nature of your injury; and
Hospital admission reports (if you were admitted to
hospital); and
Any other reports that are relevant to your circumstances
such as an ambulance report or a police report (if either were
involved).
In some cases, we may need to obtain your past medical
history from your usual GP in Australia. Well let you know if this
is the case.
To support your claim, you must provide the following
documents:
Death Certificate, confirming the cause of death; and
Hospital admission reports (if the deceased person was
admitted to hospital); and
Any other reports that are relevant to your circumstances
involved).
In some cases, we may need past medical history records from
the deceased persons usual GP in Australia. Well let you know if
this is the case.
Do I always need to call you?

If your medical or dental problem is something simple like
a cold or a 24 hour gastro bug and your expenses arent
going to be large, then you dont need to call us unless you
want help finding a local medical practitioner. But here are
a couple of steps you must follow:
If youre admitted to hospital, or if your overseas
medical expenses are going to be more than $2,000,
then you must contact us as soon as you reasonably can.
If youre in a country that Australia has a Reciprocal
Health Care Agreement with (such as New Zealand, the
UK or Italy), you must use their publically funded health
system for medical or dental care (where possible).
If youre at all unsure as to what to do, you should contact
us - were here 24 hours a day, 7 days a week. If you dont
follow these steps, and we determine that your expenses
would have been less if you had, then we may either not pay
your claim or reduce how much we pay.
41
Medical
Medical

To make sure you know exactly what youre covered for when making a claim under an event in this section, weve included some important
information and definitions up-front that apply to all the events in this section. You should read this information carefully.l
Coming home early (medical repatriation)
Cover for existing medical conditions
Medical expenses we wont cover
Travel insurance helps cover the costs for most medical

conditions or injuries that happen while youre travelling. But
it doesnt always include existing medical conditions. For
more information about what we mean by an existing medical
condition and how you can apply for cover for your medical
condition before you buy your policy (if its not automatically
covered), see Travelling with an existing medical condition on
page 14.
The expenses and benefits that you can claim are detailed in the
What can you claim section within each event and youre only
covered for the expense and benefit types listed. But just so
were clear, well never pay for any of the following:
In cases where we agree that it is medically necessary for you

to return home early from your trip, well pay your medical
repatriation costs. You must get approval from us before you
arrange to come home even when your doctor says its
necessary or we may not cover your costs.
Ongoing medication and treatment (that you were

undergoing prior to your trip)
We wont pay for any medication you were taking (or other
courses of treatment you were undergoing, such as fertility
treatment) at the time your trip started. This includes any costs
associated with getting a prescription for ongoing medication
whilst you are away. Plan ahead, and take a sufficient supply with
you on your trip.
On the other hand, if we determine, based on the advice of

a medical practitioner appointed by us, that you should be
repatriated to Australia for medical treatment but you choose
not to we may limit the amount we will pay towards your
overseas medical costs and other expense and benefit types to
an amount we determine we would have paid if you followed our
recommendation. You will then be responsible for any further
expenses that arise from that injury or illness.

The expense and benefit types you are covered for are listed in
the What you can claim section within each event. We also detail
the specific out-of-pocket expenses that are included under each
expense type, as well as information on when any benefit types
are payable and how they are calculated.

We only pay expenses which are both reasonable and
necessary and which we approve for payment. So if you
dont take steps to avoid unnecessary expenses, we either
wont pay your claim or well reduce the amount we pay.
Medical and dental costs in Australia (once you return home)

In all cases, once you get back to Australia, you are responsible
for any medical and dental costs incurred in Australia. Thats
because there are strict government regulations around
who can and cant cover medical costs in Australia. We are
a specialist travel insurance provider and arent licensed to
pay for medical costs in Australia. These should be claimed
through your private health insurer or Medicare.
Complementary and alternative medicines
We wont pay for complementary or alternative medical treatments
such as naturopathy, homeopathy, acupuncture or reiki.
Medical tourism-related expenses
We wont pay for any expenses, medical or otherwise, that arise
from treatments or procedures you choose to get overseas.
Going overseas to get medical or dental treatment is getting
more popular, but its still a risky thing to do.
Childbirth-related expenses
We wont pay for the cost of regular antenatal care, childbirth
and any costs associated with the care of a newborn child.
What do we mean by medically necessary

When we use the term medically necessary to qualify which
expense types we will pay for we mean that your treating
doctor (or other qualified medical practitioner) must have
certified this in writing, and that we or a medical practitioner
appointed by us agree with your treating doctor.
So, if you break your leg and your doctor certifies that youre
to be confined to your hotel room - provided we agree - you
can claim the cost of having to cancel any prepaid tours, and
the extra expense of ordering meals from the room service
menu. But if you just need stitches for your leg, and your
doctor says its OK to keep walking on it, then we wont cover
the cost of cancelled tours or room service since you can still
get out and about even if you find it uncomfortable to do so.
42
Medical
4.2.1 - Youre injured in an accident and get medical help

From tripping on the pavement to crashing your rental vehicle if youre injured in an accident while youre travelling, youll
want to make sure youre covered.
Youre injured in an accident on your trip and you get medical

help from a qualified medical practitioner as soon as possible.
If we agree youre covered under this event, you can claim for the following expense and benefit types up to the trip limits shown below:
To be covered the injury must have first arisen as a result of

an accident on your trip. If the injury is an existing medical
condition, or relates to one, we may either not pay your claim or
reduce how much we pay, unless it is either:
Expense types
Trip limit
Unlimited
Well reimburse you for any medical expenses that arise from the treatment of your medical condition by a legally
qualified medical practitioner or paramedic while you are overseas for up to 12 months after you were injured on your
trip. This includes hospital costs as well as road and water ambulance costs.
Unlimited
Well pay the cost of your transfer to the nearest appropriate medical facility if we determine that this is medically
necessary. We wont pay the cost of any search and rescue charges.
An automatically
accepted condition:
A specified
medical condition:
See Automatically Accepted

Conditions on page xx for
details.
OR

premium.)
For more information about automatically accepted and specified

medical conditions, see Travelling with an existing medical
condition on page 14

See page 41.
Unlimited
Well pay any extra costs (over and above what you paid or would have paid) to return you to your home in
Australia, provided that we determine that it is medically necessary to do so, including where you need a medical
escort home. If you didnt have a return ticket booked, we will deduct an amount equivalent to the cost of an
economy class airfare (at the airlines regular published rate) from the value of your claim.
Extra trip costs
Unlimited
Well pay any extra accommodation, transport, tour or tourist visa costs over and above what you would have had to
pay had your trip been undertaken as originally planned less any compensation given or due to you by anyone else (for
example, the airline). See Cancellation, rearrangement and extra trip costs on page 99 for more detail on what is covered.
Companion costs
Unlimited
If we determine that its medically necessary for you to have someone by your bedside in hospital to help with
your day-to-day activities while youre still overseas, or to help you with your return trip to Australia, well pay the
reasonable extra costs for their transport, accommodation and meals, including any additional tourist visa costs.
Cancellation costs
Well cover the value of any unused, pre-booked accommodation, prepaid transport, prepaid tours and prepaid tickets
to public events, less any refunds received and/or due to you. See Cancellation, rearrangement and extra trip costs
on page 99 for more detail on what is covered.
As shown on
your COI as
cancellation
related
expenses
43
Medical
Expense types
Trip limit
Return of rental vehicle costs
$500
Well pay the cost of returning your rental vehicle to the nearest depot when your treating doctor confirms in writing
that youre medically unfit to do it yourself.
Winter sports prepaid costs (Winter Sports Option only)
If you added the Winter Sports Option at the time you bought your policy (and it is shown on your COI), well pay up to
$1,000 per person for non-recoverable, pre-booked charges for ski-equipment hire, lift passes and ski school costs if it
is medically necessary for you to stay off the slopes for more than 24 hours.
Benefit types
In-hospital allowance
If youre in hospital for more than 48 hours, well pay a daily benefit for each full or partial day
after that to cover incidental costs, such as magazines and internet connection.
Room service supplement
If we agree that its medically necessary for you to be confined to your hotel room (or cruise
cabin) for more than 48 hours, well pay a daily benefit for each full or partial day after that to
cover the cost of any meals you need to order from room service.
Loss of income benefit
Benefit Amount
Trip limit
$50 a day
Up to $6,000
per primary
traveller*
$50 a day
Up to $6,000
per primary
traveller*
$400 a week
$10,400
per primary
traveller*
If your injury means you cant go back to your full time job within 30 days of the date you had
originally planned to return to Australia from your trip, well pay you a weekly benefit once the
30 days has passed, up until you return to work.
(Just to be clear we dont pay this benefit if you are not in a full time job.)
Total and permanent disability benefit
Well pay a lump sum benefit if, within 12 months of you being injured, your injury results in
either the permanent and total loss of sight in one or both eyes, or the permanent and total loss
of use of one or more limbs.
Accidental death benefit
If you die as a direct result of your injury under this event within 12 months of the date of injury,
well pay a lump sum benefit to your estate. (Dependants are not eligible to receive this benefit.)
$1,000 per
primary
traveller*
$12,500 lump
sum
$12,500
per primary
traveller*
$25,000 lump
sum
$25,000
per primary
traveller*
*We work out the trip limit for this particular expense (or benefit) based on the number of primary travellers on the policy (and shown on your COI).
All travellers, including dependants, are covered under this limit - except for the trip limits for Accidental death and Loss of income benefits, which are
only payable to primary travellers. See How do trip limits work? on page 99 for details.

You dont seek medical help from a medical practitioner
as soon as possible. We wont cover you if you wait until you
return to your home in Australia before you seek medical help,
and you could reasonably have obtained medical treatment
while you were on your trip.
You werent taking care of yourself
If you dont take reasonable care of yourself, or you put yourself
in a situation where a reasonable person would have known that
an injury was likely to happen, you wont be covered.
Your injury arose from a medical situation that we dont
cover. See Specific medical situations in Things well never
cover on page 92.
Your claim relates to you being pregnant and you dont
You were taking part in a sport or activity and you dont
You were participating in a winter sport and:
You didnt add the Winter Sports Option when you bought
your policy; or
You did add the Winter Sports Option but dont satisfy or
comply with our conditions.
See Your winter sports holiday doesnt go to plan on pg 90.
You were working or volunteering on your trip and you dont
See Working or volunteering on your trip on page 19.
policy on page 95.
Excess: An excess is deducted from any claim paid under this event except where you are only claiming for the Benefit types shown above. See Will
you have to pay an excess? on page 97 for more details.
44
Medical
4.2.2 - You suddenly get sick on your trip and get

medical help
Whether your Bali belly turns into full blown salmonella or youre getting chest pains, the only good thing
about being sick on your trip is knowing youll have help to pay the extra costs.
You suddenly fall ill on your trip due to a medical condition and
get medical help from a doctor while overseas.
To be covered your medical condition must have first developed

after you bought your policy. If your medical condition relates to
an existing medical condition, youll only be covered if it is:
Expense types
Trip limit
Unlimited
Well reimburse you for any medical expenses that arise from the treatment of your medical condition by a legally
qualified medical practitioner or paramedic while you are overseas for up to 12 months after you first suddenly fell
ill on your trip. This includes hospital costs as well as road and water ambulance costs.
An automatically
accepted condition:
A specified
medical condition

details.
OR

premium.)

condition on page 14.

See page 41.
Unlimited
Well pay the cost of your transfer to the nearest appropriate medical facility where we determine that this is
medically necessary. We wont pay the cost of any search and rescue charges.
Unlimited
Well pay any extra costs (over and above what you paid or would have paid) to return you to your home in
Australia, provided that we determine that it is medically necessary to do so, including where you need a medical
escort home. If you didnt have a return ticket booked, well deduct an amount equivalent to the cost of an economy
class airfare (at the airlines published rate) from the value of your claim.
Extra trip costs
Unlimited
Well pay any extra accommodation, transport, tour or tourist visa costs over and above what you would have had to
pay had your trip been undertaken as originally planned less any compensation given or due to you by anyone else
(for example, the airline). See Cancellation, rearrangement and extra trip costs on page 99 for more detail on what is
covered.
Companion costs
Unlimited
If we determine that its medically necessary for you to have someone by your bedside in hospital to help with
your day-to-day activities while youre still overseas, or to help you with your return trip to Australia, well pay the
reasonable extra costs for their transport, accommodation and meals, including any additional tourist visa costs.
45
Medical
Expense types
Trip limit
Cancellation costs
As shown on
your COI as
cancellation
related
expenses
Well cover the value of any unused, pre-booked accommodation, prepaid transport, prepaid tours and prepaid
tickets to public events, less any refunds received and/or due to you. See Cancellation, rearrangement and extra
trip costs on page 99 for more detail on what is covered.
Return of rental vehicle costs
$500
Well pay the cost of returning your rental vehicle to the nearest depot when your treating doctor confirms in
writing that youre medically unfit to do it yourself.
Winter sports prepaid costs (Winter Sports Option only)
If you added the Winter Sports Option at the time you bought your policy (and it is shown on your COI), well pay
up to $1,000 per person for non-recoverable, pre-booked charges for ski-equipment hire, lift passes and ski school
costs if it is medically necessary for you to stay off the slopes for more than 24 hours.
Benefit types
In-hospital allowance
If youre in hospital for more than 48 hours, well pay the daily Benefit Amount for each full or
partial day after that to cover incidental costs, such as magazines and internet connection.
Room service supplement
If we agree that its medically necessary for you to be confined to your hotel room (or cruise
cabin) for more than 48 hours, well pay the daily Benefit Amount for each full or partial day
after that to cover the cost of any meals you need to order from room service.
$1,000 per
primary
traveller*
Benefit
Amount
Trip limit
$50 a day
Up to $6,000
per primary
traveller*
$50 a day
Up to $6,000
per primary
traveller*
*We work out the trip limit for this particular expense or benefit based on the number of primary travellers on the policy (and shown on your COI). All
travellers, including dependants, are covered under this limit. See How do trip limits work? on page 99 for details.
Excess: An excess is deducted from any claim paid under this event except where you are only claiming for the Benefit types shown above. See Will
you have to pay an excess? on page 97 for more details.

You dont seek medical help from a medical practitioner
as soon as possible. We wont cover you if you wait until you
return to your home in Australia before you seek medical help,
and you could reasonably have obtained medical treatment
while you were travelling, there is no cover under this policy.
known that an illness was likely to result, you wont be covered.
Your medical condition isnt one we cover
See Specific medical situations we dont cover in Things
well never cover on page 92.
your policy; or
See Your winter sports holiday doesnt go to plan on pg
90.
You were working or volunteering on your trip and you
dont satisfy or comply with our conditions
policy on page 95.
46
Medical
4.2.3 - You need a dentist. Urgently. It cant wait until

you get home.
A broken tooth or exposed nerve can ruin your holiday. So if you need emergency dental care, we can keep you
smiling with insurance that helps cover the cost.
You have a dental emergency on your trip that cant wait until
you get back to Australia, which means you must see a legally
qualified dentist while you are overseas.
following expense type up to the trip limit shown below:
To be covered your dental emergency must:
be for a healthy,
natural tooth
that is either an
original tooth
or one with a
filling (and/
or supporting
tissues);
require urgent
treatment for the
relief of sudden
and acute pain;
have developed
after you
departed on
your trip.
AND
AND

See page 41.
Expense type
Trip limit
Overseas dental costs
Up to $1,000
per primary
traveller*
Well reimburse you for any dental

expenses that arise from your treatment
by a legally qualified dentist for the relief
of sudden and acute pain while youre
overseas.
*We work out the trip limit for this particular expense based on the
number of primary travellers on the policy (and shown on your COI).
All travellers, including dependants, are covered under this limit. See
How do trip limits work? on page 99 for details.
Excess: Well deduct any excess from the total amount we pay.
See Will you have to pay an excess? on page 97 for details.
Its not an emergency

We only cover dental emergencies which means the relief of
sudden and acute pain. We dont cover dental work that should
have been carried out in Australia or that can wait until
youre back from your trip. So we will not pay for treatment
such as a new crown, routine maintenance or a whitening
treatment.
We wont cover you if you dont take reasonable care of
yourself, or you put yourself in a situation where a reasonable
person would have known that a dental emergency was likely
to happen, you wont be covered.
your policy; or
policy on page 95.
47
Medical
4.2.4 - Someone on your policy dies

Occasionally, tragedy strikes. If you or someone on the policy dies while on the trip, well be there to help
you and your loved ones get through this sad and stressful experience.
You or someone else on your policy (shown on your COI) dies

while you are on your trip.
following expense and benefit types up to the trip limits shown
below:
To be covered the medical condition which caused the death must

have first arisen after you bought your policy. If the condition is or
relates to an existing medical condition, theres only cover if it is:
Expense type
Trip limit
Overseas burial or cremation costs, or

repatriation of remains to Australia
$20,000
per primary
traveller*
Well cover the cost of burial or cremation overseas or

the cost to bring the remains of the deceased person
home so they can be buried or cremated in Australia.
An automatically
accepted condition
A specified
medical condition

details.
This is an existing medical

premium.
OR

condition on page 14.
Also see...
If there are also medical expenses, cancellation costs or other
expenses, you can claim for these under either Youre injured in
an accident and get medical help on page 43 or You suddenly
get sick on your trip and get medical help on page 45.

See page 41.

known that the injury or illness that lead to death was likely to
happen, you wont be covered.
Benefit type
Benefit
Amount
Trip limit
Accidental death benefit
$25,000
lump sum
$25,000
per primary
traveller*
If you die as a direct result of an

accidental injury that occurred on
your trip (or are presumed dead
following the disappearance of
your scheduled transport) within
12 months of the date of injury
or disappearance, well pay the
Benefit Amount to your estate.
(Dependants are not eligible to
receive this benefit.)
The death arose from a medical situation that we dont

cover such as suicide or self-harm
See Things well never cover on page 92.
*We work out the trip limit for this particular expense (or benefit) based on
the number of primary travellers on the policy (and shown on your COI).
All travellers, including dependants, are covered under this limit - except
for the trip limits for Accidental death benefit, which only covers primary
travellers. See How do trip limits work? on page 99 for details.

your policy; or
policy on page 95.
Excess: No excess applies to this event.

48
Getting from A to B
Section 4.3
You have trouble getting from A to B
A lot of travel is simply about getting from A to B - but this is where things
can often go wrong. From storms to strikes, when your transport doesnt go
to plan, were here to help.
What to do when...
If you have trouble getting

from A to B heres
what to do
See page 50

See page 51

scheduled transport or tour
is delayed and its NOT the
operators fault

scheduled transport or tour
is delayed and it IS the
operators fault
See page 52
See page 53
4.3.3 - You miss your

flight, other scheduled
transport or tour
(and its really not your
fault)
See page 55
49
Getting from A to B
What to do when...
If you have trouble getting from A to B, and are covered by one of the events in this section, heres some steps you must follow.
If you dont, we may either not pay your claim or reduce how much well pay.
Your flight, other transport or

tour is delayed, rescheduled or
cancelled:
1. Speak with the airline or other operator
As soon as you know your transport or tour might be
affected, contact the airline or other operator to find out
more and, if appropriate, to rearrange your bookings. Ask
them what theyll do to compensate you (for example, pay
for your accommodation, meals and other expenses). Make
sure you get them to put this in writing. You must submit this
when you are making your claim.
As soon as you know that any pre-booked or prepaid travel
arrangements will be affected, you must try to reschedule
them or make alternative arrangements. If you cant
rearrange some or all your travel plans, you must cancel
them as soon as possible. If you dont act immediately, we
may not cover any additional costs that arise as a result of
any delay. You should only cancel arrangements when you
You miss your flight, other

transport or tour:
1. Speak with the airline or other operator
As soon as you know that you are likely to miss your flight,
other scheduled transport or tour, contact the airline or other
operator to let them know and, if appropriate, to rearrange your
bookings.
Ready to claim?
for on this page.
You must also read through Making a claim on page 96 for a
checklist of things you need to do when youre ready to claim.

them or make alternative arrangements. If you cant
rearrange some or all your travel plans, you must cancel
them as soon as possible. If you dont act immediately, we
may not cover any additional costs that arise as a result of
To support your claim, you must submit proof of the event
that causes you to miss your flight, other transport or tour. If
its covered in the mainstream media, well be able to check
it there. Otherwise, you must get a written report from the
police or another independent authority to verify whats
happened; this includes a written report from your transport
provider verifying the reason for their delay.
50
Getting from A to B
What you need to know about getting from A to B

To make sure you know exactly what youre covered for when making a claim under an event in this section, weve included
some important information and definitions up-front that apply to all the events in this section. You should read this
information carefully.
What we mean by
Ensuring youre covered
Scheduled transport
To be covered under any events in this section, you must have

bought your policy and booked the scheduled transport or
overnight tour affected by the incident that led to your claim
prior to the earlier of:
Scheduled transport means the following types of transport,

provided that theyre prepaid, scheduled and publicly available:
Flights
Cruises
Trains
you first becoming aware of the incident that led to

your claim, or
the incident that led to your claim being reported in
the mass media.
Buses
Ferries
Overnight tours
Overnight tours means prepaid, scheduled and publicly

available tours, provided that they:
are overnight or longer;
include accommodation and transport; and
are primarily for sight-seeing purposes (rather than just
getting from A to B) or include a conference or training
component.
Scheduled and publicly available means...

expenses and benefits
The expense and benefit types you are covered for are listed
in the What you can claim section under each event. We also
detail the specific out-of-pocket expenses that are included
under each expense type, as well as information on when any
benefit types are payable and how they are calculated.
You should also see Expenses and benefits explained on
page 98 for more information about conditions that apply to
all expenses and benefits as well as details about how trip
limits work.

reasonable and necessary. So if you dont take steps to avoid
unnecessary expenses, we may either not pay your claim or
reduce how much we pay.
For example, we either wont cover or we will reduce how
much we pay for any cancellation or rearrangement costs if
you didnt try to cancel or rearrange your trip as soon as you
became aware that your trip would be affected.
that the transport or tour must operate to a published timetable

or schedule and be available to the general public. It doesnt
mean privately hired, rented or chartered transport or tours, like
privately organised tours, chartered flights, chartered buses,
taxis, hire cars and rickshaws.
51
Getting from A to B
4.3.1 Your flight, other scheduled transport or tour is delayed

and its not the operators fault
Sometimes your travel plans may be disrupted by events outside of the operators control, like a snowstorm or a strike.
When things go pear shaped, heres what we cover.
Your flight, other scheduled transport or overnight tour is

delayed, rescheduled or cancelled when you are on your trip due
to one of the following incidents:
If we agree youre covered under this event, you can claim for
the following expense types up to the trip limits shown below:

Severe weather
or natural
disaster
A motor vehicle,
railway, air or
marine accident
OR
OR
The airport, port, Emergency landing

or diversion;
station, terminal or
other designated (for example, due to
point of arrival or an on-board medical
emergency)
departure is closed
(by the relevant
OR
official authority)
Riot, strike or civil

commotion
OR
Hijacking
OR

See page 50.
Expense types
Trip limit
Cancellation costs
As shown on
your COI as
cancellation
related
expenses
Extra trip costs

Well pay any extra accommodation,
transport, tour or tourist visa costs, over
and above what you would have had to pay
had your trip been undertaken as originally
planned less any compensation given or
due to you by anyone else (for example, the
airline). See Cancellation, rearrangement
Unlimited

You didnt comply with official warnings or warnings in
the media and failed to take appropriate action as a result
For example, if there are widespread media reports of a
cyclone having hit your travel destination a month earlier,
and you dont check that everything is OK with your
accommodation until the day before you travel, you wont be
covered if doing something earlier would have minimised or
reduced your expenses.
policy on page 95.
More information: see Expenses and benefits explained on page 98.

52
Getting from A to B
4.3.2 - Your flight, other scheduled transport or tour is delayed

and it is the operators fault
Your transport operator will often pay the costs if theyre at fault but not always. So if your plane delay makes you
miss your sisters wedding, youll need us to help.
Your scheduled transport or overnight tour is suddenly and

unexpectedly delayed, rescheduled or cancelled when you are on
your trip, and its the operators fault. To be covered, you must be:
Delayed from
departing by
more than six
hours
(from your original
departure time)
OR
Unable to get
to a one-off
performance or
function before
it starts (such
as a wedding or
funeral)
OR
Unable to get
to an overnight
tour or overnight
cruise
(before its
scheduled
departure)
What we mean by:
Expense and benefit types

Waiting around allowance
After youve been delayed for more than six hours, well pay you a $50 allowance per primary traveller* for each full
or partial 12-hour period after that. You can use this allowance to cover meals, internet connection, cheap romantic
novels - or anything else you choose to spend it on. You dont need to provide us with any receipts for this allowance.
Extra accommodation costs
Well pay any necessary extra accommodation and related transfer costs over and above what you would have had to
pay had your trip been undertaken as originally planned less any compensation given or due to you by anyone else (for
example, the airline). You are covered for up to $200 per primary traveller* per night. See Cancellation, rearrangement
and extra trip costs on page 99 for more information on how we work out extra trip costs.
Unused arrangements
Well reimburse you for any pre-booked arrangements - accommodation, day tours, transfers and public events - that
you cant use as a result of the delay, less any refunds received or due to you. We wont pay for any bookings you have
made for unused flights, other scheduled transport or overnight tours.
Operators fault - is when the delay, rescheduling or cancellation

is a result of things like maintenance issues, repairs, timetable
changes, service faults, corporate takeovers or industrial activity
other than a strike.
Missed flight, other scheduled transport or overnight tour amendment fees

Well reimburse you for any fees associated with amending a prepaid booking for a flight, other scheduled transport
or overnight tour that you miss due to being delayed. under this event
Transport to get to a one-off performance or function or an overnight tour or overnight cruise on time
Well pay for the cost of alternative travel arrangements (at the fare class originally booked) to get you to a one-off
performance or function, overnight tour or overnight cruise on time less any refunds received or due to you.
Wedding
Funeral
Prepaid training course
or conference
Prepaid sporting event

Graduation
Prepaid concert or festival

See page 50.
Trip limit
$2,000 per
primary
traveller*
(combined
limit)
$2,000 per
primary
traveller*
Note: well only pay for the cost of transport to get you there on time if the alternative arrangements the operator offers you
wont get you there on time and would cause you to be delayed by more than three hours from your original departure time.
*We work out the trip limit for this particular expense (or benefit) based on the number of primary travellers on the policy (and shown on your COI). All
More information: see Expenses and benefits explained on page 98. Excess: No excess applies to this event.
53
Getting from A to B

Your overnight tour is cancelled due to insufficient
numbers
There was a mistake (or omission) with your booking
For example, if the airline overbooked seats, and you dont get
on the flight, youre not covered.
Your claim arose from fraudulent activity or because the
airline (or other operator) is insolvent
For example, you buy an airline ticket online from Really
Cheap Airline, but when you turn up at the airport, you find
there is no Really Cheap Airline and no airline ticket.
Beware cheap fares!

Often when you get a cheap ticket, you give up the flexibility
to change or cancel your transport when you need to.
This can be a problem if youre taking a single journey with
multiple carriers (for example, two different airlines, or an
airline and a cruise company). If the first carrier changes their
timetable and you miss the next leg of your trip, you could be
left without a refund, due to the limited flexibility of the ticket
you purchased.
If we agree to pay your claim under this event, well cover
any amendment fees to change your connecting transport
that youve missed due to the delay. But where you miss your
connection and are unable to change or amend the booking
due to the restrictive terms of the ticket you purchased, we
wont cover you buying completely new tickets in this event.
Always read the entire PDS in order to fully understand the

conditions and exclusions that apply. In particular, see Things
well never cover on page 92 and Claiming on your policy
on page 95.
54
Getting from A to B
4.3.3 - You miss your flight, other scheduled

transport or tour (and its really not your fault)
A flood cuts the only road to the airport or a picket line at the wharf means your cruise sails
without you. Dont panic; we wont leave you stranded.
You miss your flight, other scheduled transport or overnight

tour when you are unavoidably and unexpectedly prevented
from getting to your departure point on time due to one of the
following:
If we agree youre covered under this event, you can claim for
the following expense types up to the trip limits shown below:

Severe
weather
or natural
disaster
OR
Hijacking
OR
A motor
vehicle,
railway, air
or marine
accident
Riot, strike
or civil
commotion
OR

See page 50.
Expense types
Trip limit
Cancellation costs
As shown on
your COI as
cancellation
related
expenses
Extra trip costs

Unlimited

media and failed to take appropriate action as a result
For example, if there are widespread media reports of an
impending snow storm which will close all roads on the day
you are due to fly home and you could leave earlier to avoid
the storms and you dont, you wont be covered.
policy on page 95.
More information: see Expenses and benefits explained on page 98.

55
Luggage
Section 4.4
Your luggage is lost, stolen, damaged or delayed

Your bags take a separate holiday, your camera is stolen, or you accidentally drop and break
your laptop. When something goes wrong with your luggage, were here to help.
What to do when...
If your luggage is lost,

stolen, damaged or delayed
heres what to do
See page 57

See page 58
4.4.1 - Your luggage

is stolen or accidentally
lost
See page 61
4.4.2 - Your luggage is

accidentally damaged
See page 62
4.4.3 - Your luggage is

delayed
See page 63
56
Luggage
Luggage
What to do when...
If your luggage is accidentally lost, stolen, delayed or accidentally damaged and you are covered by one of the events in this section,
Your luggage is stolen or

accidentally lost
Your luggage is accidentally

damaged
Your luggage is temporarily

delayed
1. Report it to the police
1. Report it to an appropriate authority

Depending on where your luggage was damaged, you must
report what happened to the appropriate authority and get a
report in writing from them. For example, if your luggage was
damaged while in the care of a hotel, report it to them and ask
them to confirm what happened in writing, including details of
any compensation they will provide. Or if it was damaged by
an airline or other carrier, they will issue you with a Property
Irregularity Report.
1. Report it immediately
As soon as you realise that your luggage didnt arrive, report
it to the airline or other carrier straight away and ask them for
a Property Irregularity Report confirming the delay and any
compensation they will give you.
If your luggage is stolen, report it to the police within

24 hours of discovery and get a written report from them.
If their protocol is not to provide written reports, then get
contact details for the station you reported the theft to as
well as any report/event number they provide you with.
If your luggage is lost you must also report it to the police
within 24 hours as it may have been handed in.
2. Report it to any other appropriate authority
Depending on where your luggage was lost or stolen, you must
report what happened to the appropriate authority and get a report
in writing from them. Make sure you ask them to include details of
what compensation if any they will provide you within their report.
For example, if your luggage was lost or stolen while in the care of an
airline, report it to them and they will give you a Property Irregularity
Report with all the information you need. If it was stolen from your
hotel, report it to them and ask them for written confirmation.
3. Keep any relevant documents
Keep any relevant ticket, luggage check and other documents
to give to us.
4. If your phone or tablet was stolen or lost
Call your mobile phone provider as soon as possible and ask
them to block your service by blocking the IMEI, and ask them
to send you written confirmation that they have done so.
2. Keep any relevant documents

Keep any relevant ticket, luggage check and other documents
to give to us.
3. Get a repair quote
Youll need to get a clear, detailed repair quote from an
authorised repairer to give us when you make your claim.
4. Keep the damaged item
Dont throw away your damaged items we may ask you to
send them to us. Well keep any items that cant be repaired
when we pay your claim, as the property legally becomes ours.
If its your suitcase or a large item that is difficult to transport
home, take clear, date-stamped photos of the item as proof of
the damage.
2. Once you get your luggage back, get a receipt

Once your luggage finally arrives back in your possession, get
written confirmation from the carrier confirming how long it
was delayed. As this event doesnt apply for delays under six
hours, and the trip limit increases after 72 hours, its important
we know the length of delay.
Proving value and ownership when you claim

For each luggage item you claim, you must provide us with
documents, such as a receipt, that show:
that you owned the item; and
what its worth (or what you paid for it).
If you dont have the receipt for an item you need to claim
for, please contact us.
57
Luggage
Luggage
What you need to know about travelling with luggage

To make sure you know exactly what youre covered for when making a claim under an event in this section, weve included some important
information and definitions up-front that apply to all the events in this section. You should read this information carefully.
What is luggage?
We define luggage as any personal items owned by you
including those you buy on your trip which are designed to be
either worn or carried about with you.
Luggage
NOT Luggage
Examples of items that we

consider to be luggage are:
Examples of items that we do

NOT consider to be luggage are:
Clothing, coats and shoes
Items of furniture like

artwork, floor rugs, ceramics
Personal electronics for

example, mobile phones,
iPads, notebooks, cameras,
video equipment
Toiletries and cosmetics
Sunglasses, prescription
glasses
Your suitcase and other
carry bags
Precious stones, bullion,

metals and minerals
Weapons, firearms and knives
Business equipment and
materials, stock, samples,
tools and items of trade
Watercraft (other than
surfboards, windsurfers or
kite surfing boards added as
specified items)
Drones
Collectibles (e.g. stamps)
We do not consider travel documents, cash, crediit cards, gift cards,

gift vouchers, other financial instruments (such as bonds), lottery
tickets, poker tokens or other items that can be used in gambling
to be luggage. However, we do provide cover for your passport,
other travel documents, cash and credit cards (see Certain things
happen to your passport, other travel documents, credit cards
or cash on pg 67).

1. The expense types you are covered for are listed in the
What you can claim section within each event. We also detail
the specific out-of-pocket expenses that are included under
each expense type.
2. You can only claim for things you own - You can only claim
for luggage which belongs to you. Thats why well ask you to
provide proof of ownership when you claim. In some cases, we
may also pay a claim for luggage items that were in your care
and you brought with you on your trip.
For example, if you borrowed Mums camera to take with you
on the trip, its covered; but if you borrow someones camera for
the day while youre away, its not.
3. Where your luggage is stolen, accidentally lost or
accidentally damaged, the value it is covered for will depend
on whether you have standard cover or whether you bought
New for Old Luggage cover. See the New for Old Luggage
Option on page 24 for more information.
How we pay your luggage claim

If we agree that youre covered under an event in this section, we
will pay your claim by one of the following methods:
replacing the item with a similar one,
have the item repaired, or
reimburse you directily into your Australian bank account
(AUD).
We determine which of the above methods is used to pay your
claim. For more information, see Making a claim on page 96.
Ready to claim?
First, work through the checklist under the event you are claiming
for in the What to do when... section on the previous page.
You should also read Making a claim on page 96 for a checklist of
things you need to do when youre ready to claim.

reasonable and necessary. So if you dont take steps to
avoid unnecessary expenses, we may either not pay your
claim or reduce the amount we pay.
For example, we either wont pay your claim or will reduce
how much well pay if your luggage is delayed and you buy
an electric toothbrush instead of a regular one.
58
Luggage
Restrictions on cover for specific

types of luggage
How much is your luggage covered for?

Our standard cover for luggage provides you with cover up to a trip limit of $6,000 per primary traveller* for all luggage claims under
your policy. There are also individual item limits which apply to each individual item of luggage you take with you:
Individual item limits (standard cover)
Sport and Leisure Equipment (including Musical

Instruments)
Theres no standard cover for sports and leisure equipment

(such as musical instruments, surfboards and bicycles).
Electronics
$4,000 (per item)
Mobile phones
$1,000 (per item)
Medical aids
$1,000 (per item)
Everything else
$700 (per item)
Laptops, notebookes, tablets,

iPads, cameras, video cameras
and other personal hand-held
computers
Mobile phones, smart phones,

phablets
For more info on what we mean by

medical aids see Definitions on
page 104.
All other items

(see Restrictions on cover for
specific types of luggage
on the right for other important
conditions)
New for Old cover or Depreciated value?

Our standard cover will cover your luggage items for their depreciated value. We calculate the depreciated value for each item
by deducting an amount for the impact of age and wear and tear from the items original purchase price. So, if your three year old
mobile phone is stolen, well pay you an amount that we determine reflects its current value the depreciated value rather
than the cost of a new one.
However, if you would like to insure some of your items - such as your mobile phone, camera or iPad - for their full cost, you can
choose to add extra cover for them with our New for Old Luggage Option. (See New for Old Luggage Option on page 24 for more
information.)
What is an item?
Some items go together: like two earrings, skis and bindings, or a camera and its lens. So if you make a claim for items like these, well
consider them a single item you cant claim separately for each. But if you also lose the matching bracelet, your poles or the extra camera
lens you packed, well happily consider those to be separate items. See item in the Definitions section on page 104 for more information.
However you can add cover for them by entering them as

specified items and paying an additional premium for them at the
time you buy your policy. See New for Old Luggage Option on
page 24 for information on how to do this.
If you add cover for your sports and leisure equipment when you
buy your policy, theyll be shown on your Certificate of Insurance
(COI) as specified items. These specified items will then be
covered on your trip - other than when theyre in use.
Taking a winter sports holiday?
If youre taking winter sports equipment with you (such as skis)
on your winter sports holiday, and you take out our Winter Sports
Option, your winter sports equipment will only be covered for its
depreciated value - even when its in use and even if listed as a
specified item on your COI.
To be covered for accidental damage to your winter sports
equipment it must be less than three years old.
See Winter Sports Option on page 23 for further information.
Jewellery
The most well cover for an individual item of jewellery is $700

up to a trip limit of $2,100 for all claims you make under your
policy for jewellery.
You cannot add extra cover for your jewellery under our New for
Old Luggage Option.
So if youre planning on taking expensive jewellery on your trip,
you may be able to get separate insurance from a specialist
jewellery insurer.
*We work out the trip limit for all luggage claims under your policy based on the number of primary travellers on the policy (and shown on your COI). All
59
Luggage
Taking care of your luggage while travelling

When youre travelling, your luggage is at a greater risk of theft, loss or damage than at home. So you need to be extra vigilant in taking care of your things to make sure they get home in one piece.
You need to take all reasonable precautions to safeguard your luggage when youre travelling. If you dont satisfy or comply with each of the conditions below, we will may either not pay your claim or reduce
how much we pay.
What we mean by
Valuables
Valuables means your mobile phone, smart phone, phablet, laptop, notebook, tablet (such as an iPad), camera, video equipment, handheld equipment and jewellery.
Reasonable Precautions
Generally, taking reasonable precautions means being more cautious than you normally would at home. Here are some dos and donts for taking care of your luggage and valuables:
Dos
Lock your valuables up in a locker, locked room or safe that only you or your travelling
party and authorised representatives from your accommodation have access to. For larger
valuables, leave them in your locked private room or locker.
Keep valuables on your person when moving about. If you have to take your valuables
with you while you are walking about or travelling to and from different locations, keep
them on your person at all times or leave them with a family member or a member of your
travelling party.
Keep your bags within arms reach when carrying around your suitcase (or other similar
bag), sports and leisure equipment and musical instruments. If you walk far enough away
from them that you cant stop them from being taken, you wont be covered.
Double-check that you have all your luggage (including your valuables) as you move from
place to place particularly when you are getting out of an aircraft, bus, train, ship, ferry or a
taxi.
Secure your bags in a locked boot or compartment when left in the car during the day,
where they are out of sight from anyone looking into your vehicle. (Leaving them under a rug
on the back seat does not count.) Remember to keep your valuables with you.
Donts
Leave any of your luggage with someone you didnt know prior to commencing your trip,
or in their room.
Leave your luggage in shared accommodation where others have access to your room.
If you need to leave your luggage behind in shared accommodation, make sure it is locked
securely in a cabinet or a locker.
Leave your luggage unattended or unsupervised in a public place where it can be taken
without your knowledge (for example, by the hotel pool or outside the restaurant while you
eat).
Be so far from your luggage that you cant stop it from being taken. Remember thieves
are fast!
Pack your valuables in your checked-in luggage. Keep valuable items such as your
jewellery and laptop with you in your handbag, shoulder bag or carry-on luggage.
Forget your stuff or leave it behind. Remember the rule about double-checking you have all
your stuff when you leave, particularly when checking out of your accommodation or leaving
a plane, bus, train, ship, ferry or taxi.
Leave your valuables in a motor vehicle at any time such as your camera, phone or
laptop. Always keep them with you.
Leave any luggage in a motor vehicle at night, even if its locked or in the boot.
60
Luggage
4.4.1 - Your luggage is stolen or accidentally lost

You return to your hotel to pick up your checked bags and they cant be found anywhere. Youre left travelling far too light,
but with the right documentation, we can make sure youre not out of pocket for what youve lost.
One of the following incidents happens to your luggage while you

are on your trip:
You werent taking reasonable precautions with your

luggage. See Taking care of your luggage while travelling
on page 60.
Your luggage is stolen

OR
Your luggage is
accidentally lost
To be covered you must report the theft or loss to an appropriate

authority within 24 hours of discovery and get a written report.
See What to do when... on page 57 for more information.
Stolen from a locked vehicle, private room,

safe or locker?
If your luggage is stolen from a locked vehicle, private room,
safe or locker - to be covered, you must provide evidence that
the items were locked away and concealed at the time they
were stolen.
For example, a police report confirming that the safe in your
hotel room was forced open or that your car was broken into.
Heres what to do, if this event has happened to you:

See page 57.
Expense types
Trip limit
Luggage items covered by our standard cover
$6,000 per
primary
traveller*
Well pay the current depreciated value of the

item or replace it with the nearest identical item.
The maximum well pay for each item is the
lesser of the depreciated value, the relevant
item limit, or the items original purchase price.
Specified items (New for Old Luggage
Option)
If youve paid and additional premium to specify
items on your policy, well pay the lesser of:
As shown on
your COI as
Specified
Luggage
the current retail price of the nearest

identical item, less any discounts we get on
your behalf; or
the items specified amount on the COI.
Alternatively, at our discretion, we may choose to
replace the lost or stolen item with the nearest
identical item.
*We work out the trip limit for all luggage claims under your policy
based on the number of primary travellers on the policy (and shown on
your COI). All travellers, including dependants, are covered under this
limit. See How do trip limits work? on page 99 for details.
Excess: An excess is deducted from any claim paid. See Will you have
to pay an excess? on page 97 for more details.
Your luggage was lost or stolen while it was delayed,

detained, seized or confiscated by Customs or other
officials
Your luggage wasnt travelling with you
For example, it was sent with a courier, shipped as freight,
sent by post, or checked in with somebody else on separate
transport. However, we will cover you if the airline (or other
operator) makes an error and, as a result of that error, your
luggage doesnt travel on the same transport with you.
your policy; or
You (or the person taking care of your luggage) were taking
part in a sport or activity and didnt satisfy or comply with
our conditions. See Cover for sports and activities on page
20 for details.
Things well never cover on page 92 and Claiming on
your policy on page 95.
61
Luggage
4.4.2 - Your luggage is accidentally damaged

Whether its the bell boy dropping your laptop bag, or your camera falling into the pool as youre lining up the perfect shot
youll be glad youve got insurance.
Your luggage is accidentally damaged while you are on your trip.
following expense type up to the trip limit shown below.
You werent taking reasonable precautions with

your luggage. See Taking care of your luggage while
travelling on page 60.
To be covered you must:
Expense types
Trip limit
Luggage items covered by our standard cover
$6,000
per
primary
traveller*
Well pay the lesser of:

Report the damage to an
approprate authority and
get a written report;
Get a detailed repair

quote from an authorised
repairer.
AND
See What to do when...on page 57 for more information.
Damaged luggage we dont cover

We wont cover damage to items which are:
Fragile or brittle (e.g. Venetian glass);
Damaged as a result of:
a mechanical or electrical breakdown or malfunction;
general wear and tear (e.g. dents, scratches or
cosmetic damage to sports and leisure equipment);
An electronic component which is broken or
scratched, except where:
it is the lens of spectacles, binoculars or photographic or
video equipment;
it was caused by a crash involving a vehicle you were
travelling in.
Damaged by insects, vermin, mildew, rust or corrosion.

See page 57.
the reasonable cost to repair the item, or

replace the item with the nearest identical item.
You (or the person taking care of your luggage) were taking
part in a sport or activity and dont satisfy or comply with our
conditions. See Cover for sports and activities on page 20.
Note: The maximum well pay for each item is

the lesser of the depreciated value, the standard
item limit, or the items original purchase price.
If youve paid extra to specify items on your

policy, well pay the lesser of:
the reasonable cost of repairs;

You didnt add the Winter Sports Option when you bought your
policy; or
the current depreciated value of the item.
Specified items (New for Old Luggage Option)
Your luggage was damaged while it was delayed, detained,

seized or confiscated by Customs or other officials
As shown
on your
COI as
Specified
Luggage
the current retail price of the nearest identical

item, less any discounts we get on your behalf; or
the items specified amount on the COI.
replace the item with the nearest identical item.
based on the number of primary travellers on the policy (and shown
on your COI). All travellers, including dependants, are covered under
this limit. See How do trip limits work? on page 99 for details.
You were working or volunteering at the time the damage

occurred, and you dont satisfy or comply with our conditions.
See Working or Volunteering on your trip on page 19.
You (or someone else) was using the specified sports and
leisure equipment at the time the damage occurred
The exception to this is where you have bought the Winter Sports
Option - provided that the damage is to winter sports equipment
that is less than three years old. See page 23 for details.
Your luggage wasnt travelling with you. For example, it was
with a courier, shipped as freight, sent by mail, or checked in with
somebody else on a separate flight. However, we will cover you
if the airline (or other operator) makes an error, and as a result
of that error, your luggage doesnt travel on the same flight (or
other scheduled transport) with you.
62
Luggage
4.4.3 - Your luggage is delayed

Just because your luggage is delayed doesnt mean your trip has to be. If its not the final leg of the trip, weve got you
covered so you can keep enjoying your holiday.
You arrive at your destination, and your luggage has been

temporarily lost or delayed by the airline or other operator for
more than 12 hours.
If we decide youre covered under this event, you can claim for the
following expense type up to the trip limits shown below:
You werent taking reasonable precautions with

your luggage. See Taking care of your luggage while
travelling on page 60.
To be covered you must obtain a written report from the airline or

other operator confirming the exact length of the delay. See What
to do when... on page xx for more information.
Luggage delayed and then permanently lost?
See Your luggage is stolen or accidentally lost on page 61.
Whats an essential item?

This depends on the circumstances, but here are some
examples. If we dont determine that an expense was essential
and reasonable, we wont reimburse you for it.
Examples of
essential items:
Examples of
non-essential items:
Reasonably priced underwear
Expensive lingerie
Regular toothbrush &

toothpaste
Electric toothbrush
Reasonably priced t-shirt
Recreational items
(such as books or a camera)
Deodorant
Designer dress
Expense type
Trip limit
Essential items
For delays of
1272 hours:
$250 per primary
traveller*
Well reimburse you for the reasonable

cost of essential items (like clothing and
toiletries) that you need to tide you over
until your luggage arrives. See Whats
an essential item on the left.
Note: we wont pay for any items that
your carrier has already compensated
you for. But if they have only partially
compensated you for any essential
items you have purchased, well make
up the difference.
For delays over

72 hours:
$500 per primary
traveller*
based on the number of primary travellers on the policy (and shown
on your COI). All travellers, including dependants, are covered under
this limit. See How do trip limits work? on page 99 for details.
More information: See Expenses and benefits explained on

page 98.
Excess: No excess applies to this event.
Your luggage was delayed, detained, seized or confiscated

by Customs or other officials
Your luggage is delayed on the final leg of your
journey home. We wont pay your claim if your luggage is
delayed on the final leg of your trip that brings you to your
home.
Your luggage wasnt travelling with you
For example, it was with a courier, shipped as freight, sent
by mail, or checked in with somebody else on a separate
flight. However, we will cover you if the airline (or other
operator) makes an error and, as a result of that error, your
luggage doesnt travel on the same flight (or other scheduled
transport) with you.
Your luggage is permanently lost by the operator
Where your luggage is declared permanently lost by the
operator, you should make a claim under Your luggage is
stolen or accidentally lost on page 61.

See page 57.
63
Rental Vehicle
Section 4.5
Your rental vehicle is in an accident,

damaged or stolen
If your rental vehicle is stolen, damaged, or youre simply in a crash, its good
to know youve got cover for the rental excess on your vehicle insurance.
If your rental vehicle is in

an accident, damaged or
stolen heres what you
need to know
See page 65
4.5.1 - Your rental

vehicle is in an accident,
damaged or stolen
See page 66
64
Rental Vehicle
Rental
Vehicle
What you need to know if something happens to your rental vehicle
Weve included some instructions you must follow on what to do if something happens to your rental vehicle as well as some important
general information. You should read these carefully.
What to do if your rental vehicle is

in an accident, damaged or stolen

Here are some steps you must follow if your rental vehicle is in an
accident, damaged or stolen. If you dont follow these steps, we
may either not pay your claim or reduce how much well pay.
The expense types you are covered for are listed in the What you
can claim section within each event. We also detail the specific
out-of-pocket expenses that are included under each
expense type.
1. Report the incident to the rental company

Tell the rental company whats happened, and ask them what
you need to do next. Get a written report from them about
whats happened, and keep copies of your rental agreement
and any other documents they give you, including any repair
quotes and administration charges.
2. Report the incident to the police. If the vehicle is:
Stolen or in an accident report the theft or accident to
the local police straight away, and always within 24 hours
of discovery. Get a copy of the police report when you
do this.
Damaged follow the instructions of your rental
company on whether or not you need to report the
incident to the police.

If the police wont issue you with a written report, ask for a
reference/event number and get their contact details so that
we can contact them directly.
You must also read Expenses and benefits explained on

page 98 for more information about conditions that apply to all
expenses and benefits as well as details about how trip limits
work.

We only pay expenses we determine are both reasonable
and necessary. So if you dont take steps to avoid
unnecessary expenses, we may either not pay your claim
or reduce how much we pay.
Make sure your rental vehicle is insured!

Your policy only covers you for any rental vehicle insurance
excess you have to pay to another insurer. It isnt a
substitute for insurance on the rental vehicle. In some
countries, like Australia, insurance is normally included in
the rental price of the vehicle, although theres often a large
excess. But elsewhere, like the United States, youll often
need to opt-in and pay extra for insurance (which may be
offered as a Loss Damage Waiver, Collision Damage Waiver
or other similar term). If you dont have separate insurance
on your rental vehicle, there is no cover under your policy
for anything that happens to your rental vehicle.
Ready to claim?
First, work through the checklist on the far left.

You should also read through Making a claim on page 96 for a
For example, if you didnt follow the rental companys

instructions on what to do when the accident, damage
or theft took place, and it resulted in a higher excess - in
that instance well only pay the amount we determine you
would have paid had you followed the rental companys
instructions.
3. Get a quote for repairs

If the vehicle is damaged, get a detailed repair quote before
returning the vehicle to the rental company (unless instructed
otherwise by the rental company). Make sure you keep a copy
of the repair quote.
65
Rental Vehicle
4.5.1 - Your rental vehicle is in an accident, damaged or stolen

If your rental vehicle is stolen, damaged, or youre simply in a crash, well cover the excess on your rental
vehicle insurance so you can enjoy your holiday.
Your rental vehicle is:
following expense types up to the trip limit shown below.
At the time the accident, damage or theft occurred the

rental vehicle was being used:
Expense types
Involved in an
accident
damaged
OR
stolen
OR
What is a rental vehicle?
We consider a rental vehicle to be one that is:

rented by you;
from a licensed motor vehicle rental company (who provide you
with a written rental agreement);
insured (see previous page);
Trip limit
Rental vehicle insurance excess

Well pay any rental vehicle insurance excess
amount or the cost of repairing your rental
vehicle whichever is less.
Rental company administration charges
Well pay any reasonable administration fees
related to the event, which are charged to you
by the rental company.
$5,000
or
as shown
on your COI
as Rental
Vehicle
Excess*
driven by you or in your care (e.g. if it was parked); and
More information: See Expenses and benefits explained

on page 98.
one of the following types of vehicles:
Excess: There is no excess payable on this event.
sedan
campervan
hatchback
station wagon
four wheel drive
mini bus or people mover
motor home up to 4.5 tonnes
Just so were clear, we dont cover any rental vehicles not listed
above. For example, if you are thinking of renting a motorbike or a
sports car, these wont be covered.

See page 65.
*Need more cover?

Our standard cover gives you $5,000 excess cover. For an
additional premium, you can increase your rental vehicle
excess cover in increments of $500 at the time you buy
your policy. If you choose extra cover, this will be shown on
your COI.
See Other options on page 24 for more information.
in violation of the rental agreement;

to transport items other than luggage;
while you were under the influence of alcohol or drugs
(whether prescribed or not);
in contravention of the rental vehicle agreement or any
other instructions given to you by the rental company (either
before, during or after any incident that occurs); and/or
in contravention of local laws and regulations (e.g. driving
without the required license).
You werent taking reasonable care of the vehicle
If you dont take reasonable care of the rental vehicle, or you
put the rental vehicle in a situation where a reasonable person
would have known that an accident, damage or theft was likely
to occur, you wont be covered.
You were working or volunteering at the time the event
occurred and you dont satisfy or comply with our conditions
See Working or Volunteering on your trip on page 19.
media and failed to take appropriate action as a result
For example, if weather reports recommend that you use snow
chains to drive and you dont, theres no cover if an accident
happens as a result.
66
Section 4.6
Certain things happen to your passport, travel
documents, credit cards or cash
Having your passport or credit cards stolen is many travellers worst nightmare.
But if this happen to you, were here to help.
What to do...
If something happens to your

passport, travel documents,
credit cards or cash heres
what to do

about events in this section?
4.6.1 - Your passport or

other travel documents are
lost, damaged or stolen
4.6.2 - Your credit cards

are lost or stolen,
or your cash is stolen
See page 68
See page 69
See page 70
See page 72
67
Travel
Travel docs
docs or
or cash
cash
What to do when...
If something happens to your passport, other travel documents, credit cards or cash - and you are covered by one of the events in
this section, heres some steps you must follow. If you dont, we may either not pay your claim or reduce how much well pay.
Your passport or other travel documents

are lost, damaged or stolen
1. Report the incident ASAP
You must report any loss, theft or damage to your passport or
other travel documents to the following authorities as soon as
possible (and no later than 24 hours after discovery):
the local police (for theft and loss);
the nearest embassy, diplomatic or consular mission; and
any other relevant authorities such as the airline, hotel or
tour operator.
Contact our Emergency Assistance team on +612 9234 3113 if
you need help with this.
You must get a written report from all of the authorities above
(that you have been in contact with).
If the police department (or other relevant authority) doesnt
provide reports in writing, you must get their contact details
and any relevant reference/event number so that we can
contact them.
3. If you need a replacement passport, go to the nearest
embassy or consulate
If your passport needs replacing, you may need to arrange to
travel to a different location to collect your emergency passport.

them or make alternative arrangements. If you cant rearrange
some or all your travel plans, you must cancel them as soon as
possible. If you dont act immediately, we may either not pay
your claim or reduce how much we pay for any additional costs
that arise as a result of any delay. You should only cancel
arrangements when you have no other alternative.
Your credit cards are stolen or

lost, or your cash is stolen
1. Go to the police ASAP and get a report
You must get a copy of the police report without this, we may
either not pay your claim or reduce how much we pay. If the
police department or relevant authority doesnt provide reports
in writing, you must get their contact details and any relevant
reference/event number so that we can contact them.
2. Tell your financial institution (for lost or stolen cards)
Let your bank or card provider know about the loss or theft as
soon as possible. Theyll let you know what to do next and how
to get a replacement card. If you dont do this, we may either
not pay your claim or reduce how we pay.
3. Report the incident to any other relevant authorities
For example, if the theft happens on a plane, report it to the
airline and get a Property Irregularity Report. If its stolen from
your hotel safe, report it to the hotel and ask them for a written
report about what happened (including details of anything they
will do to compensate you for your loss).
some or all your travel plans, you must cancel them as soon as
possible. If you dont act immediately, we may either not pay
or reduce how much we pay for any additional costs that arise
as a result of any delay. You should only cancel arrangements
when you have no other alternative.
68
Travel docs
docs or
or cash
cash
Travel
What you need to know about events in this section

To make sure you know exactly what youre covered for when making a claim under an event in this section, weve included some
important information and definitions up-front that apply to all the events in this section. You should read this information carefully.
What we mean by...

On the person
When we use the term on the person, we mean that the item(s)
are either in the relevant persons pocket, hand, or small bag of
some sort (such as a handbag, briefcase or small backpack). If the
items are in a small bag, that bag must also be:
in their hand, over their shoulder (or shoulders) or around their
neck or waist;
in their pocket;
on their lap; or
placed right next to the relevant person and still touching
them.

out-of-pocket expenses that are included under each expense
type.
Ready to claim?
First, work through the checklist for the event you are claiming for
in the What to do when... section on the previous page.

expenses and benefits, as well as details about how trip limits
work.

unnecessary expenses, we may either not pay your claim or
reduce the how much we pay.
For example, if you have to extend your trip by an extra
night while you wait for an emergency replacement
passport, and you book into the Ritz penthouse when youve
been staying at the local backpackers, we either wont pay
your claim or will reduce the amount we pay.
69
Travel docs or cash
4.6.1 - Your passport or other travel documents

are lost, damaged or stolen
-
When youre overseas, your passport and other important travel documents are some of
your most valuable possessions so if theyre lost, damaged or stolen, heres how well help.

Your passport or other travel documents are accidentally lost,
accidentally damaged or stolen from you while you are on your
trip - when they were either:
On your person
OR
on the person of a
family member
OR
on the person of a member
of your travelling party
OR
What we mean by:

Travel documents
A travel document means any of the following:
In a locked safe
at your accommodation
that only you, your family,
members of your travelling
party or authorised staff at
your accommodation have
access to
Any relevant visas (and other similar

documents)
such as UK, New Zealand or Canadian

passports
required to travel to and from Australia and

any other countries on your travel itinerary
before your trip starts
OR
Eurail and other travel passes

for regional, interstate or cross-border travel
only and which cant be reissued by the issuing
authority if lost, stolen or damaged
OR
Using a locked safe (or cabinet) - to be covered:

a) If a locked safe is unavailable, you may use a locked cabinet
(such as a locker) that only you, your family, members of your
travelling party or authorised staff at your accommodation have
access to.
Your Australian or other

commonwealth passport

See page 68.
b) The safe or cabinet must be locked at the time the theft,

loss or damage occurs.
c) If your passport or other travel documents are stolen from a
locked safe or cabinet, you must provide evidence that they
were locked away and concealed at the time they were
stolen. For example - a police report confirming that the safe in
your hotel room was forced open.
70
Travel docs or cash
You leave it behind

We wont cover you if you forget to take your passport or other
travel documents with you. For example, if you check out of
your accommodation and leave them in a locked safe or locker;
Expense types
Trip limit
Emergency Australian passport and related fees
Unlimited
If youre overseas and have no alternative passport to get you home to Australia, well cover the cost of any
passport photos as well as any application fee, priority processing fees and lost/stolen fees charged by the
Australian government for obtaining a replacement for your Australian passport while you are overseas.
If you have to obtain a limited validity emergency passport (rather than a full replacement passport), we
will also cover the cost of the emergency passport. You are limited to one claim per person per trip.
Lost, stolen or damaged passport or other travel documents
We will also compensate you for any unused portion of your stolen, accidentally lost or accidentally
damaged passport or other travel documents. You are limited to one claim per person per trip.
Cancellation costs
Extra trip costs
$2,000 per primary

traveller*
As shown on your
COI as cancellation
related expenses
Unlimited
Well pay any extra accommodation, transport, tour or tourist visa costs, over and above what you would
have had to pay had your trip been undertaken as originally planned less any compensation given or due
to you by anyone else (for example, the airline. See Cancellation, rearrangement and extra trip costs on
*We work out the trip limit for this particular expense based on the number of primary travellers on the policy (and shown on your COI). All
travellers, including dependants, are covered under this limit. See How do trip limits work? on page 99 for more details.
You dont satisfy or comply with the instructions of the

embassy or other diplomatic or consular mission
We wont cover you if you dont comply with the instructions
given to you by the embassy or other diplomatic or consular
mission regarding the replacement of your passport (or other
travel documents).
Your passport or other travel documents are lost, stolen
or delayed as a result of being delayed, detained, seized or
confiscated by Customs or other officials.
Damage to your passport or other travel documents is only
minor
We will only cover damage which is so serious that it renders
the document no longer usable. Minor damage such as tears
and minor water damage wont be covered.
policy on page 95.

71
Travel docs or cash
4.6.2 - Your credit cards are lost or stolen, or your cash is stolen
Having your cash and cards stolen while youre travelling can be a stressful experience but were here to help put the
money back in your pocket.
Your credit cards or cash are stolen, or your credit cards are
accidentally lost while you are on your trip.
You leave it behind

We wont cover you if you forget to take your credit cards
or cash with you. For example, if you check out of your
accommodation and leave them in a locked safe or locker.
To be covered the theft or accidental loss must occur when your

cash and credit cards are either:
On your person
OR
on the person of a family

member
OR
on the person of
a member of your
travelling party
In a locked safe
at your accommodation
that only you, your family,
members of your travelling
party or authorised staff at
your accommodation have
access to
OR
Using a locked safe (or cabinet) - to be covered:

a) If a locked safe is unavailable, you may use a locked cabinet (such
as a locker) that only you, your family, members of your travelling
party or authorised staff at your accommodation have access to.
b) The safe or cabinet must be locked at the time the theft,
loss or damage occurs.
c) If your credit cards or cash are stolen from a locked safe or cabinet,
you must provide evidence that they were locked away and
concealed at the time they were stolen. For example - a police
report confirming that the safe in your hotel room was forced open.

See page 68.
Expense types
Trip limit
Financial loss
$2,000
Well reimburse you for any financial obligation

to others you incur as the direct result of the
fraudulent use of your credit cards after theyre
stolen or lost.
Reimbursement for cash
Well reimburse you for stolen cash (including
travel money cards).
$250
Extra trip costs (when your credit cards are

accidentally lost or stolen)
Unlimited
Well pay any extra accommodation, transport,

tour or tourist visa costs, over and above what
you would have had to pay had your trip been
undertaken as originally planned less any
compensation given or due to you by anyone
else (for example, the airline). See Cancellation,
rearrangement and extra trip costs on page 99
for more detail on what is covered.
As shown on
your COI as
cancellation
Well cover the value of any unused, pre-booked
accommodation, prepaid transport, prepaid tours and related
expenses
prepaid tickets to public events, less any refunds
received and/or due to you. See Cancellation,
rearrangement and extra trip costs on page 99
for more detail on what is covered.
Cancellation costs (when your credit cards are
accidentally lost or stolen)
You dont follow your banks instructions

We wont cover you if you dont comply with any instructions,
rules or terms and conditions specified by your bank, other
financial institution or credit card provider.
Just to be clear - we dont cover you:
For items that are not cash or credit cards
Examples of things we dont consider to be cash or a credit
card include gift cards, gift vouchers, poker tokens, lottery
tickets or any similar items used in gambling, as well as
any other financial instruments (such as bonds and bills of
exchange).
When customs or other officials delay, detain, seize or
confiscate your credit cards or cash - this is neither theft
nor accidental loss.
policy on page 95.

72
Change or return early
Section 4.7
You need to change your trip plans or return home early
Youre on your trip when something unavoidable happens which means you have no alternative but to either change your
remaining trip plans or return home early. Heres how we can help when that happens.
What to do when...
If you need to change your

trip plans or return home
early heres what to do

about events in this
section
See page 74
See page 76
4.7.1 - Someone at home or

your travelling companion
(not on your policy) is sick,
injured or dies
4.7.2 - A one-off
performance or function,
such as a wedding, is
See page 77
See page 79
4.7.4 - You can no

longer stay at your
accommodation
See page 81
4.7.3 - Your destination

is declared a Do Not
Travel zone
See page 80
4.7.5 - You have to return

home early because
your home is severely
damaged
4.7.6 - Your travel

services provider
becomes insolvent
See page 83
See page 82
73
What to do when something happens during your trip

and you have to change your plans or return home early
Someone at home or your

travelling companion (not on your
policy) is sick, injured or dies:
A one-off performance or
function, such as a wedding, is
cancelled or rescheduled:
1. Contact your airline (or other carrier)

If you must return home early, contact the airline (or other
carrier) to see what they can do to help you to get back
to Australia earlier than planned, and minimise any costs
associated with changing your itinerary.
1. Speak with the organizer

As soon as you know your one-off performance or function
might be affected, you must contact the organiser:

As soon as you know that any pre-booked or pre-paid travel
arrangements will be affected, you must try to reschedule them
or make alternative arrangements. If you cant rearrange some or
all your travel plans, you must cancel them as soon as possible.
If you dont act immediately, we may either not pay your claim or
reduce how much we pay for any additional Cancellation costs
or Extra trip costs that arise as a result of any delay. You should
only cancel arrangements when you have no other alternative.
To support your claim, you must provide the following evidence:
a completed GPs Medical Certificate from the affected
persons treating doctor. Download a copy of the medical
certificate at suresave.com.au/medicalcertificate; and
For public events (such as a sporting event), you must get

written confirmation from the organiser of the reason for the
change and any alternative arrangements or compensation
they offer.
For weddings get a copy of the confirmation of the
cancellation from the reception venue.
2. Cancel any affected travel plans
As soon as you need to cancel any of your travel plans, you
should do so straight away. If you dont act immediately, we
may either not pay your claim or reduce how much we pay for
any additional Cancellation costs that arise as a result of the
delay in cancelling your arrangements. But you should only
cancel arrangements when you have no other alternative.
Your destination is declared

a Do Not Travel zone
1. If find yourself in a Do Not Travel zone
If youre already in the specific country or region at the time
the DFAT alert level changes to Do Not Travel, contact the
nearest Australian embassy, diplomatic or consular mission.
They will advise you on the best course of action.
If you need help with who to call, contact our Emergency
Assistance team on +612 9234 3113.
2. Rearrange your bookings
them or make alternative arrangements. If you dont act
immediately, we may either not pay your claim or reduce how
much we pay for any additional Extra trip costs that arise as a
result of any delay in rearranging your trip.
a death certificate (In the case of death); and

hospital admission reports (if theyre admitted to hospital); and
any other reports that are relevant to your circumstances
involved).
74
You can no longer stay at your

accommodation
some or all your travel plans, you must cancel them as soon
as possible. If you dont act immediately, we may either not
pay your claim or reduce how much we pay for any additional
Cancellation costs or Extra trip costs that arise as a result of
Ask your accommodation provider to provide written
confirmation of the severe weather, natural disaster or fire and
details of any alternative arrangements or compensation they
offer you you must show this to us later.
You have to return home early

because your home is severely
damaged
1. Contact your airline (or other carrier)
If youve made the decision to return home, contact the airline
(or other carrier) to see what they can do to help you to get
back to Australia earlier and minimise any costs associated
with changing your itinerary.
As soon as you know that any pre-booked or pre-aid travel
as possible. If you dont act immediately, we may either not
pay your claim or reduce how much we pay for any additional
Cancellation costs or Extra trip costs that arise as a result of
Your travel services provider

becomes insolvent
1. Get a report
You must get documents from the travel services provider
confirming that they are insolvent, and the date on which they
advised you.
as possible. If you dont act immediately, we may either not pay
your claim or reduce how much we pay for any additional costs
that arise as a result of any delay. You should only cancel
arrangements when you have no other alternative.
3. Get a report
You must get a report stating that your house is uninhabitable
from the fire department, local council, your insurance
company, a suitably registered structural engineer, building
surveyor, building inspector or a registered building practitioner.
75
Change
return
earlyearly
Changeoror
return
What you need to know if you have to change your trip

plans or return home early
To make sure you know exactly what youre covered for under the events in this section, weve included some important information and
conditions up-front that apply to all the events in this section. You should read this before you look at the events.

out-of-pocket expenses that are included under each expense
type.
Ready to claim?
for in the What to do when something happens section on the
previous page. You should also read through Making a claim on
page 96 for a checklist of things you need to do when youre ready
to claim.

work.

For example, we wont cover any Cancellation costs or
Extra trip costs if you didnt try to cancel or rearrange your
trip as soon as you became aware that it would be affected.
76
4.7.1 - Someone at home or your travelling companion

(not on your policy) is sick, injured or dies
When someone urgently needs you back home, or your travelling companion gets injured or sick well help you cover
the costs of changing your travel plans.
To be covered under this event:
You have no alternative but to cancel or rearrange your trip, because one of the following incidents unexpectedly occurs while you are on
your trip:
Your travelling companion

dies or is declared unfit to

travel due to a medical
condition and there is no one
else suitable to care for them.
A close relative (of you or your

travelling companion) who is in
Australia or New Zealand
either:
dies;
is hospitalised due to a
medical condition, and
you (or your travelling
companion) reasonably
needs to be by their hospital
bedside; or
is incapacitated by a
medical condition and
you (or your travelling
companion) reasonably
needs to return home early
to assist them.
The person managing your

business interests back in
Australia while you are
on your trip
The sole, full-time carer of

your children in Australia
dies, is hospitalised or declared

unfit for work due to a medical
condition when you are:
dies, is hospitalised or is
incapacitated due to a medical
condition and as a result is no
longer able to care for your
children who are:
a sole trader;
the owner of a family
business; or
a partner in a partnership;
and you need to return home
and look after your business
(or partnership), because there
is no one else suitable to take
their place.
The medical condition that led to your claim must first

have arisen after you bought your policy, except where
the affected person is a close relative. In that instance
there may be some limited cover for existing medical
conditions see Existing Medical Conditions Claim
Cap on the next page.
You must get the affected persons treating doctor to
complete our GPs Medical Certificate and submit this
with your claim. Download a copy of the certificate at
suresave.com.au/medicalcertificate.
Where the affected person is your travelling
companion or the close relative of a travelling
companion:
the travelling companion must also cancel or
rearrange their trip; and
under age 16;
their cancellation or rearrangement must mean

you would then be travelling alone if you continued
with your trip as originally planned.
normally live with you in

Australia; and
are not travelling with you;
and there is no one else
suitable to care for them.

See page 74.
Note: If your travelling companion or close relative is on your policy, see You need medical help on your trip on page 40.
77

Expense types
Trip limit
Cancellation costs
As shown on your COI

as cancellation related
expenses
Extra trip costs
Unlimited
Well pay any extra accommodation, transport, tour or tourist visa costs, over and above what you would
have had to pay had your trip been undertaken as originally planned less any compensation given or
due to you by anyone else (for example, the airline). See Cancellation, rearrangement and extra trip
costs on page 99 for more detail on what is covered.
Resumption of trip costs hospitalisation or death of a close relative
$3,000
If you return to your home in Australia following a close relatives hospitalisation or death in Australia,
and if more than 14 days of your trip was still remaining on the date of that return, well pay the cost of
return airfares to allow you to resume your trip.
per primary traveller*
We will not pay for any Resumption of trip costs if you do not resume your trip within 12 months of your
return to Australia under this event. (Remember to get a new policy when you resume your trip, as your
original policy will have ended upon your return home.)
*Subject to the Existing Medical Conditions Claim Cap (below), we work out the trip limit for this particular expense based on the number of primary
travellers on the policy (and shown on your COI). All travellers, including dependants, are covered under this limit. See How do trip limits work? on
page 99 for more details.
Excess: An excess is deducted from any claim paid under this event. See Will you have to pay an excess? on page 97 for more details.
Existing Medical Conditions Claim Cap

To be covered under this event, the medical condition that resulted in your claim must have first arisen after you bought your
policy, except where the affected person is a close relative.
They werent taking reasonable care of themselves

home wasnt taking reasonable care of themselves, or put
themselves in a situation where a reasonable person would
have known that an injury or illness was likely to happen, you
wont be covered.
Your travelling companion, close relative or someone at
home was taking part in a sport or activity and didnt satisfy
or comply with our conditions
The claim relates to the pregnancy of your travelling
companion, where they are more than 26 weeks pregnant for
single pregnancies (or 19 weeks for multiple pregnancies).
The medical condition isnt one we cover
There are some medical conditions we cant provide cover
for. See Specific medical situations we will never cover in
Things well never cover on page 92.
In that case, if at the time you bought your policy, the treating doctor confirms that it was medically unforeseeable that
hospitalisation, death or incapacitation would arise from the close relatives existing medical condition, we will cover your
cancellation, extra trip and resumption of trip costs. However, the total amount you can claim (the combined trip limit) across all
three expense types reduces to $2,000 per primary traveller*. This is known as the Existing Medical Conditions Claim Cap.
78
4.7.2 - A one-off performance or function, such as a wedding, is

Youre on your way to a special event a wedding, sports game, or concert when you hear that the whole thing has been
called off. Luckily you have travel insurance!
The sole purpose of your trip was to attend a one-off

performance or function which is unforeseeably cancelled
or rescheduled for circumstances beyond your control by the
organiser when you are already on your trip and, as a result,
you have no alternative but to cancel or rearrange the rest of
your trip.

the circumstances that led to your claim.
Wedding
OR
Prepaid concert
or festival
OR
Prepaid sporting
event
OR
Graduation
OR
Prepaid training
course or
conference
OR
Funeral
Expense type
Trip limit
Cancellation costs
As shown on
your COI as
cancellation
related
expenses
prepaid tours and prepaid tickets to
public events, less any refunds received

The one-off performance or function that was cancelled or

rescheduled was your own wedding
The one-off performance or function was cancelled due to
insolvency or financial collapse
The one-off performance or function is cancelled or
rescheduled due to insufficient numbers
There was a mistake or omission in the booking
This exclusion applies regardless of who made the error, and
whether the error was with your specific booking or a booking
made by the organisers of the relevant one-off performance
or function.
Your claim arose from fraudulent activity

See page 74.

policy on page 95.
79
4.7.3 - Your destination is declared a Do Not Travel zone

Your dream destination has turned into a nightmare, and been declared too dangerous for travel. Weve got the cover you need to
get to safety or come home.
You are on your trip and your current location - or planned

destination - is unforeseeably declared a Do Not Travel zone
by the Australian Governments Department of Foreign Affairs
and Trade (DFAT) and, as a result, you have no alternative but to
rearrange all or part of the rest of your trip.

To be covered the alert level must have changed to Do Not

Travel after the later of:
when you bought

your policy
OR
when you last made

travel arrangements
such as booking flights or
accommodation
What countries are on the Do Not Travel list?

You can find out which countries and regions arent safe for
travel on the DFAT website at smarttraveller.gov.au.
Expense type
Trip limit
Extra trip costs
Unlimited

airline).
See Cancellation, rearrangement and
extra trip costs on page 99 for more detail
on what is covered.
You make further travel bookings after the Do Not Travel

warning is issued or after you became aware that country or
regions alert level was likely to change to Do Not Travel.
The country or region you are travelling to is declared a
Do Not Travel zone as a result of war or armed conflict
(whether or not war has been declared).
policy on page 95.

See page 74.
80
4.7.4 - You can no longer stay at your accommodation

Cyclones, earthquakes, fire fortunately, they are relatively rare. But if youre already travelling and your accommodation is
affected by one, its good to know you have cover.
You can no longer stay at your current or up-coming pre-booked

accommodation due to one of the following incidents occuring
while you are on your trip and, as a result, you have no alternative
but to cancel or rearrange all or part of the rest of your trip:

Fire
Severe weather
OR
OR
Natural disaster
To be covered you must have bought your policy prior to the

earlier of you becoming aware of the severe weather, natural
disaster or fire, or it being reported in the mass media.

See page 75.
Expense types
Trip limit
Cancellation costs
As shown on
your COI as
cancellation
related
expenses

Extra trip costs
Unlimited


media - and failed to take appropriate action as a result
For example, if you hear that a cyclone has hit your next
destination, and you dont check that everything is OK with
your accommodation until the day before you travel there,
you wont be covered if doing something earlier would have
minimised or reduced your expenses.

81
4.7.5 - You have to return home early because your home

is severely damaged
When youre away from home on your trip, a news report of a bushfire or flood in your area may make you anxious.
But if your home is actually damaged or destroyed while youre on your trip, we can help.
Your home in Australia is severely damaged by one of the

following incidents while youre on your trip, and as a result you
have no alternative but to return home earlier than planned:

Fire
Severe weather
OR
OR
Natural disaster
What we mean by
Severely damaged
We consider your home to be severely damaged if it has been
declared uninhabitable in writing by;
Expense types
Trip limit
Cancellation costs
As shown on
your COI as
cancellation
related
expenses

Extra trip costs
Unlimited
a suitably registered structural engineer,


the local council,

You, your travelling companion, a family member or
someone you were in collusion with caused or contributed
to the destruction of your home

See page 75.
82
4.7.6 - Your travel services provider becomes insolvent

Your travel plans are thrown into chaos when insolvency shuts down your airline. Youre far away from home but well
help with the expense of returning to Australia.
You have a prepaid booking with a travel services provider which

becomes insolvent while you are on your trip and as a result, you
have no alternative but to cancel or rearrange the rest of your trip.

the incidents that led to your claim.
To be covered you must have made the booking prior to leaving your
home in Australia. Further, news of the travel services providers
insolvency (or potential insolvency) must first have become public in
the mass media after the later of the date you bought your policy or
booked travel arrangements with the travel services provider.
What do we mean by
Travel services provider
A travel services provider means any of the following:
An airline that is
scheduled
and publicly
available
A hotel or resort
operator
A licensed rental
vehicle company
Expense types
Trip limit
Insolvency unused arrangements

Well reimburse you for the value of any
unused, pre-booked accommodation,
prepaid transport, prepaid tours and
prepaid tickets to public events that you
cant use as a result of the insolvency
less any refunds received or due to you.
Well cover your cost to rearrange any prebooked accommodation, prepaid transport,
frequent flyer points.
$10,000
per primary
traveller
(combined
limit)*#
*We work out the trip limit for this particular expense based on the
number of primary travellers on the policy (and shown on your COI).
All travellers, including dependants, are covered under this limit. See
How do trip limits work? on page 99 for more details.
Note: the most well pay for your total claim is the amount it would
have cost to cancel the whole trip (OR the trip limit whichever is
less).
#
A scheduled and
publicly
available bus
operator
A scheduled and
publicly available
railway operator
A scheduled and
publicly
available cruise
line
The insolvency was caused directly or indirectly by war or

civil commotion
We wont cover you if your claim arose directly or indirectly
from war, acts of foreign enemies, hostilities or warlike
operations (whether war was declared or not), civil war,
rebellion, insurrection, civil commotion that amounts to an
uprising, military or usurped power.
Insolvent travel services providers

We maintain a list of travel services providers who are
insolvent (or at risk of insolvency) on our website
suresave.com.au/insolvency. We wont cover you under
this event for any travel services provider on that list from
the Insolvent from date shown on our website.

See page 75.
83
Being sued
Section 4.8
You are being sued (personal liability)

Your four year old throws a temper tantrum in the Apple Store in New York and knocks a box of
brand new iPads off the counter. You hear the sound of shattering glass. Thats tens of thousands
of dollars worth of damaged equipment. They take your details and its not long before the
lawsuit arrives.
What you need to know if

you are being sued
4.8.1 - You are being

sued
See page 85
See page 86
84
84
Being sued
What you need to know if you are being sued

Weve included some instructions you must follow if you are being sued, as well as some
important general information. You should read these carefully.
What to do if youre being sued

Every case is different. So we prefer to work with you closely
on this if something does go wrong. But regardless of the
circumstances of your claim, you must always comply with the
conditions listed below. If you dont, we may either not pay your
claim or reduce how much we pay.
1. NEVER admit you are at fault
It may feel natural to say youre sorry when something goes
wrong, but dont. If you do admit fault or accept responsibility
in any way, we wont pay your claim.
2. Get contact details from all involved
You must get contact details of everyone involved in the
incident that lead to your claim, including witnesses, police
and other officials who attended.

can claim section on the next page. We also detail the specific
out-of-pocket expenses that are covered under each expense
type.
You should also read Expenses and benefits explained on
work.
Contact us on:
+612 9234 3113 or +612 8256 1513
Our Australia based team of medical professionals is
available 24/7 to help you find the assistance you need.

For example, if you hire legal representation without our
approval or incur legal expenses which arent relevant to
the claim, we either wont pay your claim or will reduce the
amount we pay
3. Contact us as soon as possible

As soon as you know that there may be a claim or legal
proceedings made against you, you must contact our
Emergency Assistance team on +612 9234 3123. Well then
tell you what to do next.
If you dont contact us immediately and we determine that this
could have influenced the outcome of your case, we may either
not pay your claim or reduce how much we pay.
85
Being sued
4.8.1 - You are being sued (personal liability)

Youre browsing in the Venetian glass shop and forget you have a back-pack on. You turn around suddenly and knock
over a whole cabinet. Its not pretty, and neither is the legal action they take against you.
Someone (other than someone covered under your policy, a

member of your family, a close relative, your significant other or
a member of your travelling party) makes a claim or commences
legal proceedings against you if and when your negligence on
your trip caused:
If we agree youre covered under this event, you can claim for the following expense types up to the trip limit shown below:
Expense types
Trip limit
Legal costs and expenses which we determine are reasonable

If we determine that legal representation is required, we will appoint a legal representative and pay for their
costs in defending any legal proceedings against you as well as other related legal expenses.
We wont pay for any legal costs or expenses for a legal representative you appoint unless we determine that
those costs and expenses are reasonable and we have previously agreed in writing to cover them.
Injury to them
OR
Loss or damage to their

property
Settlement amount
If the claim or legal proceedings filed against you is settled, well pay the settlement amount, provided that we
have agreed to the amount in writing prior to any settlement offer being made.
$2,500 000
(combined limit)
Damages awarded against you in court

If damages are awarded against you in court, well pay the amount awarded against you, except for any portion
that relates to exemplary or punitive damages, fines or penalties claimed, ordered or awarded against you, your
family, your significant other or a member of your travelling party.
Claims relating to loss or damage to property

We do not cover you if your claim relates to loss or damage
to property, and that property was:

owned by or lent to you, a member of your family, your

significant other or a member of your travelling party;
or
in your custody or control at the time, or in the custody
or control of another member of your family, your
significant other or a member of your travelling party.

See page 85.
86
Being sued

You are charged with a criminal offence in relation to the
incident that lead to your claim
Your claim arises out of your trade, business, profession,

employment, work agreement or volunteer activity
Your claim relates to an unlawful, wilful or malicious act

or to any act done with reckless disregard for the
consequences by you, your family, your significant other or a
member of your travelling party.
Your claim arises from an injury or illness suffered by

an employee which arose out of or in the course of their
employment with you
Your claim is for any exemplary or punitive damages, fines

or penalties
Your claim arises from a mechanically propelled vehicle,
aircraft or watercraft
There is no cover for any claims arising from a mechanically
propelled vehicle, aircraft or watercraft - whether you used
it, owned it or were in possession of it. The exception to this
exclusion is electric wheelchairs.
You pass on an illness or disease to somebody else
You accept responsibility, admit fault or admit liability for
what has happened without our prior written approval
Your claims arises from your contractual liability

There is no cover if your liability arises as a result of an
agreement that you made but which would not exist without
that agreement.
You dont contact us as soon as reasonably possible after
you become aware of a potential claim or legal proceedings
against you
You dont comply with any instructions we give you on how
to proceed with your claim
policy on page 95.

your policy; or
You did add the Winter Sports Option, but dont satisfy or
See Something goes wrong on you winter sports holiday
on page 88.
87
Holiday option
Section 4.9
Something goes wrong on your winter sports

holiday optional cover
Special holidays require special cover. Thats why weve designed the Winter Sports Option
so that you can ski, snowboard or sleigh-ride with peace of mind.
What to do when...
Events - youre covered when:
What you need to know if

something goes wrong on
your winter sports holiday
4.9.1 - Your winter sports

holiday doesnt
go to plan
See page 89
See page 90
88
Holiday option
Holiday
option
What you need to know if something goes wrong on your winter sports holiday...
Weve included some instructions you must follow if something goes wrong on your winter sports holiday, as well as some important
information about making a claim. You should read this information carefully.
What to do when something goes

wrong on your winter sports
holiday

expenses and benefits in this
section
Ready to claim?
Here are some steps you must follow if something goes wrong on
your winter sports holiday and you are covered under this section.
If you dont follow these steps, we may either not pay your claim
or reduce how much well pay.
The expense and benefit types you are covered for are listed in
the What can you claim section within each event. We also detail
the specific out-of-pocket expenses that are included under each
expense type, as well as information on when any benefit types
are payable and how they are calculated.

1. Piste closed?
You must get a detailed, written report from the resort
management outlining the nature and dates of the closure.
2. Winter sports equipment is delayed, lost, damaged or
stolen?
If your winter sports equipment was:
Delayed - you must get a written report from the airline or
other carrier confirming a delay occurred and how long your
gear was delayed.
Lost or stolen - you must report it to the police within 24
hours of discovery. In the case of hire equipment, you must
also report it to the hire company as soon as possible, and keep
a copy of the written report and the hire agreement.
Damaged - you must report the damage as soon as possible
to the airline or other transport provider, hotel or resort
operator, tour operator and/or other relevant authority. Ask
them to provide written confirmation of the event and the
damage and any compensation they offer.
You must also get a repair quote from an authorised repairer.
First, work through the checklist for the event you are claiming for
on the left
You should also read Expenses and benefits explained on

work.

reasonable and necessary. So if you dont take steps to
avoid unnecessary expenses, we may either not pay your
See Your luggage is lost, stolen, damaged or delayed

on page 56 for further details on what you need to do. (Only
applies if youve bought the Winter Sports Option.)
89
Holiday option
4.9.1 - Your winter sports holiday doesnt go to plan

A trip to winter wonderland is extra special but it can also be costly if something happens. Thats why youll
want to be covered when youre skiing and snowboarding.
Winter sports means:
You are participating in a winter sport on your trip - and you added the Winter Sports Option at the time you bought your policy (which
isshown on your COI) - when one of the following incidents or events happens:
a) Snow holiday specific incidents:
Snow skiing and snowboarding (on-piste and off-piste)

within the resort and terrain park boundaries on groomed
and ungroomed runs and marked trails which are patrolled
or monitored by resort authorities
Back-country skiing and snowboarding
including heli-skiing and cat skiing; only when on a guided
tour with a licensed tour operator
Your own ski equipment is

lost, stolen or damaged
OR
Your hired equipment is lost,

stolen or damaged
OR
Your winter sports

equipment is delayed;
The piste is closed
OR
b) Specific events which would otherwise exclude winter sports (under our standard cover)
To be covered for any of the following events (listed earlier in Section 4) when participating in a winter sport, you must have added the
Winter Sports Option at the time you bought your policy - this will be shown on your COI:
Sleigh riding and dog sledding

when on a guided tour with a licensed tour operator
Snowmobiles
when provided by the recognised piste authority for
transport to and from areas designed for recreational
skiing within resort boundaries, or when on a guided tour
with a licensed tour operator
Tobogganing
on marked trails, on-piste only
Cross-country skiing
on groomed and ungroomed runs and marked trails which
are patrolled or monitored by resort authorities
These medical events:
These luggage events:
You are injured in an accident and

get medical help
Your luggage is stolen or

accidentally lost
You get sick on your trip and get

medical help
Your luggage is accidentally

damaged

You need a dentist. Urgently.
See page 61
As well as the following events:

Your passport or other travel
documents are lost, damaged or
stolen. See page 70.
Your credit cards are lost or stolen,
or your cash is stolen. See page 72.
You are being sued. See page 84.
See page 43
No Winter Sports Option No cover for.
Just so were clear, if you dont add the Winter Sports Option when you buy your policy, there is no cover under any of the events listed
above while youre participating in a winter sport. (See Winter Sports Option on page 23 for further details.)
Ice or glacier walking

up to 3,000 metres and when on a guided tour with a
Telemark skiing
on groomed and ungroomed runs and marked trails which
are patrolled or monitored by resort authorities
You will only be covered for the winter sports listed above if
you have bought the Winter Sports Option (and it is shown on
your COI).
To be covered when participating in any of these sports, you
must stay in areas that a resort, tour operator or relevant
local authority has designated as safe.
90
Holiday option
a) For snow holiday specific incidents

If we agree youre covered under one of the snow holiday specific incidents listed on the previous page in paragraph 1a) Snow holiday
specific events, you can claim for the following expense and benefit types up to the trip limits shown below:
Expense types
Trip limit
Hire equipment costs if your equipment is lost, stolen or damaged

Well pay for you to hire snow sports equipment if your own is accidentally permanently lost, stolen or
accidentally damaged. To be covered, your lost, stolen or damaged equipment must be covered under
the Your luggage is lost, stolen, damaged or delayed section (see page 56).
Hire equipment costs if your equipment is delayed
$1,500 per primary

traveller (combined
limit)*
Well pay the cost of hiring snow sports equipment if your own equipment is delayed in arriving at the
snow venue by more than 24 hours.
Hire penalty costs if your hire equipment is lost, stolen or damaged
Well pay the costs charged by the hire company if your hired snow sports equipment is stolen, accidentally
permanently lost or accidentally damaged. The maximum well pay for any item is $700 (see What is an
item? on page 59). To be covered, you must have a written hire agreement with a licensed hire company.
$2,000 per primary

traveller*
Benefit types
Amount
Trip limit
Piste closure benefit

Well pay you a daily benefit for each primary traveller* for each day the skiing facilities (at the prebooked resort where youre staying) are completely closed due to adverse snow conditions, including
the absence of snow. To be covered:
$100 per
day
the closure must be during the usual ski season for that resort;
$1,000 per
primary
traveller*
You havent bought the Winter Sports Option

If you havent bought the Winter Sports Option, you wont be
covered. If youve bought this option, it will be noted on your
COI.
You dont satisfy or comply with our conditions for taking
part in a sport or activity
You werent taking reasonable care of your winter sports
equipment
If you dont take reasonable care of your winter sports
equipment, or you put your winter sports equipment in a
situation where a reasonable person would have known
that theft, loss or damage was likely to happen, you wont be
covered.
The event occurred outside the normal dates for the ski
season at the resort
policy on page 95.
the ski facilities must be at least 1,000 metres above sea level; and
you must obtain a detailed written report from the resort management in support of your claim.
*We work out the trip limit for this particular expense (or benefit) based on the number of primary travellers on the policy (and shown on your COI).
All travellers, including dependants, are covered under this limit. See How do trip limits work? on page 99 for details.
Excess: An excess is deducted from any claim paid under this event. See Will you have to pay an excess? on page 97 for details.
b) For specific events which would otherwise exclude winter sports (under our standard cover)
When you buy the Winter Sports Option (which will be shown on your COI) you have cover under the events listed on the previous page in
paragraph 1b) when you are participating in a winter sport. For example, if you have an accident skiing or your wallet is stolen in the chairlift
queue, these events will be covered as if you werent on the slopes. For information on the specific expense and benefit types you can claim,
as well as any other conditions that apply, refer to the specific event. (Page numbers are provided in paragraph 1b) on the previous page.)
91
Section 5.0
Things well never cover
There are certain general exclusions that apply to all
events.
92
Things we'll never cover
Things well never cover

To help keep your insurance at an affordable price, we cant cover absolutely everything that might happen to
you. The exclusions in this section apply to all events in this policy.
We wont cover you under any event where your claim arises from the following:
Heres a summary of the things well never
cover. Unless otherwise indicated, these general
exclusions apply to all sections of your policy.
1. Things that are

unlawful, illegal or
reckless
We expect you to keep
within the law and take
good care of yourself and
your luggage.
3. Claims and
expenses you
cant prove
Like all insurance
companies, we need to
protect our business from
fraud, so well only pay
claims where you can
provide us with enough
proof to support your claim.
2. Specific medical
situations
Some medical situations
are just too risky for us to
cover.
4. Epic disasters and

global danger zones
Its common sense that you
should avoid these, but we
like to spell it out anyway.
1. Things that are unlawful, illegal or

reckless
2. Specific medical situations
We wont cover you under any event if your claim arises when
you, a member of your travelling party, someone at home or
someone you were in collusion with:
When you (or a member of your travelling party) travel

against medical advice or without a written medical
confirmation
If you (or a member of your travelling party) have any medical
condition before starting your trip which may affect your ability
to travel, you must get your doctors written confirmation that
you (or your travelling companion) are fit to travel before
departing on your trip. If you dont, we wont cover you for any
claim arising from that medical condition.
Commits an unlawful, dishonest, malicious, fraudulent or

criminal act
For example, if you get injured while trying to run out on a
restaurant bill.
Doesnt follow official laws or warnings from the
government, airport officials or any other relevant or local
authorities
For example, if the ski slopes are closed due to a blizzard and you
get injured skiing into a tree you cant see, or you ignore signs
saying not to dive in a specific spot, and you dive anyway and
injure yourself.
Is under the influence of, or are addicted to, alcohol or drugs
(legal or otherwise) except where the drug is taken in
accordance with your doctors advice
For example, if you get drunk and pretend to be a tightrope
walker and fall off the railing of your hotel balcony.
Is delayed or detained, or have your luggage, passport or
other travel documents, credits cards or cash seized or
confiscated by Customs or other officials.
We wont cover you under any event arising from or relating to:
When you (or a member of your travelling party) fail to

comply with a directive, recommendation or warning of the
World Health Organisation (WHO)
For example, WHO has a list of vaccinations it recommends
for different countries. If you dont have those vaccinations and
then contract a disease that could have been prevented by that
vaccination, there is no cover under your policy.
Specific medical conditions and other medical situations we
dont cover
We will not cover you for any mental, emotional or nervous
conditions; sexually transmitted diseases; elective surgery
or cosmetic surgery (and any complications that arise from
elective or cosmetic surgery); gastric banding and gastric
bypass surgery; suicide or self-harm; fertility treatment and any
resulting complications (unless pre-approved by us); elective
pregnancy terminations; and any existing medical conditions
that arent automatically covered.
93
Things we'll never cover
3. Claims and expenses you cant prove
4. Disasters and global danger zones
We wont cover you under any event when:
Because of the inherent risk involved, we wont cover you under

any event if your claim arises when:
You arent completely truthful with us

If you dont answer our questions honestly or dont disclose
something that is relevant to your policy or any claim you make,
then we wont pay your claim. See Your Duty of Disclosure on
page 13 for more details.
You act fraudulently in any way or encourage anyone else
to give us fraudulent information in relation to your policy or
claims
You cant give us evidence of the event or expenses youre
claiming for
Depending on whats happened, we may need different types
of evidence to support your claim well let you know what we
need when you claim. Well generally need to see:
documents that independently verify the facts, such as

medical reports, proof of travel, airline confirmation of
delays and cancellations, and police reports; and
your original receipts, repair quotes and other documents
supporting the expenses youre claiming.
You have already been (or could be) reimbursed by

someone else for the expenses youre claiming
For example, if your airline pays to put you up in a hotel after
cancelling your flight, you cant also claim the hotel cost from us.
You are travelling to a country or region that the Australian

government has listed as a Do Not Travel zone
Go to the Department of Foreign Affairs Smart Traveller website
for a list of Do Not Travel zones. See Your destination is
declared a Do Not Travel zone on page 80 for details on what
to do if your destination has been declared a Do Not Travel
zone.
You or a member of your travelling party do not comply with
any official advice or warnings
For example, if you dont follow advice or warnings in the mass
media issued by a government, or a government body (such
as the police or Bureau of Meteorology) or a governmental
organisation (such as the UN, World Health Organisation):
Against travel to specific locations within a country;

About a contagious disease, epidemic or pandemic
(whether likely or actual);
About bad weather or a natural disaster;
About a war, riot, terrorist act or civil commotion (whether
likely or actual).
Nuclear materials, weapons of mass destruction, biological

or chemical weapons
We wont cover any claims that arise from:
A nuclear reaction or contamination from nuclear weapons or
radioactivity;
Biological and/or chemical materials, substances,
compounds or the like used directly or indirectly for the
purpose to harm or to destroy human life and/or create public
fear.
A claim that would expose us to sanctions
We wont cover you if the event you are claiming under - or a
liability to pay a claim under an event - would expose us and/or
our reinsurer(s) to any:
Sanction, prohibition or restriction under United Nations
Security Council; or
Sanctions, laws or regulations of the European Union, United
Kingdom or the United States of America.
You or a member of your travelling party put yourselves in

harms way when theres a riot, strike or similar event
Specifically, youre not covered if:
You or a member of your travelling party take part in a

rebellion, riot, strike, civil commotion or terrorist attack;
You or a member of your travelling party travel to (or
are present at) the site of a rebellion, revolution, riot,
insurrection or military/political coup.
War, pandemic or epidemic breaks out

We wont cover any claims that arise from acts of war (whether
declared or not), rebellion, revolution, insurrection or taking
of power by the military or that arise from an epidemic or
pandemic breaking out.
94
Claiming
Section 6.0
Claiming on your policy
If youve found your way to this section, it probably means you need
to claim. Were sorry to hear that things didnt go to plan. Follow the
checklist and steps in this section to help make your claim hassle-free.
Making a claim
96
97
98
99
Cancellation, rearrangement and extra trip costs explained
99
95
Claiming
Making a claim
A step-by-step guide about how to make a claim.
What to do if you need to claim
What events can you claim for?
Identify what event youre covered under check Events

(when youre covered) on page 26 for a list of all the
events covered under your policy and identify the event that
matches whats happened to you. For example, if you fell ill
on your trip, go to You suddenly get sick on your trip and
get medical help on page 45.
Your policy covers you for certain events such as when Youre
injured in an accident and get medical help or when You miss
your flight, other transport or tour (and its really not your
fault). See Events (when youre covered) on page 26 for details
of what events youre covered for and what you can claim for if
they happen.
Read through the event and any related sections to

understand when youre covered, what expenses (and/or
benefits) you can claim, and any conditions that apply.
Follow the What to do when checklist for each event.
Keep your receipts, itineraries, reports, booking and
cancellation confirmations including details of any
refunds received or due to you for any affected transport,
accommodation, tours or events. If you dont do this, we may
either not pay your claim or reduce how much well pay.
Go to suresave.com.au/claims to download and print a
claim form. It may contain more instructions.
Collect together your documents and complete the claim
form once youre done, you can email them to us at
claims@suresave.com.au or post them to the address shown
on the form.
Documentation to support your claim

The steps above as well as the checklist in What to do
when... for each event set out the documentation you need
to submit with your claim. Depending on the circumstances
of your claim, we may also need you to provide additional
documents. Well tell you what we need when you make
your claim.
There are general conditions and exclusions that apply to all

events (for example, see Things well never cover on page 92)
- and there are also specific conditions that apply to each event
which determine when youre covered and when youre not.
If you cant find an event that describes what happened to you but
you want to double-check, contact us for help.
No event no cover
Your policy covers you for expenses arising from the most
common events that happen to travellers, but like most
insurance policies, we dont cover absolutely everything
that can go wrong, as to do so would dramatically increase
premiums. If youre not covered under one of the events
in the Events (when youre covered) section on page 26,
there is no cover under your policy.
For example, if you change your mind about travelling to
Bali because a good friend just got back and had a bad
experience with Bali belly, theres no event that covers you
changing your mind, and therefore theres no cover under
your policy if you decided to cancel.
What evidence will you need to

provide?
The documents you need to provide to support your claim will
vary, depending on the event and expense and benefit types
youre claiming for. Weve listed the main evidence well need in
the What to do when section for each event but we may also
ask you for extra documents or information when you make your
claim.
If the documents you provide arent in English, we may ask you to
translate them. And if you submit your claim electronically, you
must keep the originals of all documents that you attach to your
claim, as we may need you to send them to us later.
Any costs incurred as part of making a claim (for example,
postage, translation, getting a repair quote) will be at your
expense.
When can you submit a claim?

You can claim as soon as something happens. But if thats not
practical, claim as soon as you reasonably can. It should go
without saying but you can only claim for events that happen
after you buy your policy and until either the return date on your
policy or the time you return to your home in Australia (whichever
is earlier).
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Claiming
How will we pay you?

All claims are calculated in Australian dollars. If you claim for
expenses in a foreign currency, well calculate the Australian
dollar equivalent using the exchange rate on the date you incurred
the expense. There is no cover for any changes in the value of any
expense due to currency fluctuations.
We, at our complete discretion, will pay you in one of the following
ways - unless we agree with you to pay someone else:
deposit allowances or expense reimbursements directly into
your Australian bank account (in AUD);
pay for the repair of any damaged items;
Your responsibility to claim from

somebody else
In some circumstances, you may be able to claim your expenses
from someone else before making a claim with us. For example,
if an airline loses your luggage, they may reimburse you for all or
part of your loss. Or if you have insurance with somebody else as
well, you may also be able to claim from them.
In these types of situations, you must:
1. Let us know if theres anyone else you can claim from
2. Claim from the other person or company first:
give you a gift card to use for replacing any items of luggage;
or
replace any luggage items with the nearest identical item.
In the case of medical claims, we may choose to pay some or all

of your expenses directly to the person or company where the
expenses were incurred (for example, hospital bills).
What about my frequent flyer points?

If you paid for part or all of a claimable expense using
frequent flyer points, well reimburse their value when we
pay your claim. To find out how we calculate the value of
your frequent flyer points, go to
suresave.com.au/frequentflyerpoints.
If theres a difference between what theyll pay you and the

amount we work out that youre entitled to receive under your
policy, then well pay the difference (provided your claim is
approved). If youre having trouble claiming from them, we can
help you with this.
We may also, at our discretion, undertake control and
settlements of any legal proceedings to recover compensation
or secure indemnity from the other person or company in your
name, and on your behalf in respect of anything covered by this
policy. This is known as subrogation.
If the other company you can claim from is an insurance
company, we may write to them on your behalf to ask them to
contribute towards your claim. This includes, but is not limited
to, any insurance available through or as part of your contract
with your credit card provider. Please make sure you provide us
with details of this as part of your claim.
3. Give us any information we ask for to help recover money

from the other person or company
You must assist us and give permission for us to use any

means possible to recover compensation or secure indemnity
from the other person or company to which we may become
entitled or subrogated upon us paying your claim under this
policy, even if we have yet to pay your claim, and whether or
not the amount we pay you is less than full compensation for
your loss. If we pay you for stolen or damaged property and
you later recover the property or its replaced by a third party,
you must pay us the amount of the claim we paid you.

An excess is your contribution towards your out-of-pocket expenses
when you make a claim, and its shown on your COI. If you claim
under an event where an excess applies, we deduct the excess
amount from what we pay.
When you buy your policy, you can choose to pay an additional
premium to reduce the standard excess to nil. See Excess Buy-out
Option on page 25 for more information.
You pay one excess for each separate incident you claim for, even if
you can claim for more than one event. So if you smash into a tree
skiing and break a leg as well as both your skis, only one excess is
applicable. But if you go to the doctor for gastro and then later your
wallet gets stolen, these are two separate incidents so you must
pay an excess for each incident.
Specified medical conditions - additional excess
If you add a specified medical condition to your policy, we may also add
an additional excess to the standard excess on related medical claims.
The amount of any additional excess will be shown on your COI (and/
or in any related documents about your specified medical conditions).
This excess is not removed if you add the Excess Buy-out Option.
When dont you need to pay an excess?
Most of the claims you make will relate to unexpected expenses
you incur when something goes wrong like Overseas medical
expenses or Cancellation costs. But in some cases, we may pay you
a benefit or allowance a cash payment thats not directly related
to any particular expense you incur (for example, an In-hospital
allowance or Accidental death benefit).
If you only make a claim for a benefit (rather than an expense), then
theres no excess for that claim. If you make a claim for both an
expense and a benefit related to a specific event, then you must pay
an excess.
There are also certain events to which an excess will not apply
like when Your luggage is delayed or Your rental vehicle is in an
accident, damaged or stolen. Whether or not an excess may apply
to an event is noted at the end of the What you can claim column
within each specific event.
Further, if your combined expenses for any one event are less than
the excess, we will not reimburse you for those expenses.
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Claiming

If we agree that you are covered under one of the events in the Events (when youre covered) section, the
amount we pay you will be made up of the expense and/or benefit types that you are eligible to claim for. Heres what we mean:
Expenses
Benefits
Means an out-of-pocket cost you have incurred

that can be claimed under a specific event.
Expenses must arise directly from the specific
event, and are listed in the What you can
claim table for each event in Section 4.0.
Examples include Overseas medical costs and
Cancellation costs.
Means a cash amount paid to you under
your policy when you satisfy certain criteria
related to a specific event occurring. The
amount is not necessarily directly related to
any expense that you incur.
An example is the In-house Hospital
Allowance which is a daily amount paid after
youve been in hospital for more than 48
hours to cover incidentals like movies and
internet connection.
Which expenses and benefits can you

claim?
Each event lists the expenses and benefits that you can claim if
we agree that you are covered under a specific event. These are
detailed within each event in the What you can claim column
along with any specific conditions that apply if you are claiming for
those expenses or benefits.
There is no cover for any expenses or benefits other than those
listed for each specific event.
General conditions that apply to all expense and benefit types

The general conditions below apply to all expense types (and, where relevant, benefit types):
You can only claim for listed expenses
You can only claim for the expenses listed in the What you
can claim column for a specific event. Even if other expenses
arise directly or indirectly from a specific event but theyre
not in the list youre not covered.
We wont pay expenses youve already been reimbursed for

For example, if your airline pays for your hotel after a flight
delay, you cant also claim the hotel cost from us. If, however,
they only pay for half your hotel costs, you may be able to
claim the difference from us.
You can only claim for listed expenses that arise directly
from the event
You can only claim for the listed expense types that arise
directly and unavoidably from the event that you are claiming.
You can only claim for each individual expense once

If you incur an expense that could be claimed under more
than one event or expense type, you can only claim for it
once. So if you break your leg on the last day of your trip and
have put back flying home for two days and at the same
time bad weather means your flight is cancelled well only
cover any Extra trip costs or Cancellation costs once for that
two day period.
You need to show evidence of all expenses that you are

claiming
For every expense claimed, you must provide us with
the original receipt (or invoice) as proof of purchase and/
or ownership. In limited circumstances, we may accept
alternatives to the original receipt as proof of purchase.
Contact us if youre unable to provide original receipts.
All expenses must have been incurred within 12 months
after the event
This condition doesnt apply if your claim is made under the
event You are being sued (personal liability) on page 84.
You must submit your claim as soon as is reasonably
possible
If you dont do this, and this affects either the total value of
your claim or our ability to recoup money from someone else
(for example, an airline), then we may either not pay your
claim or reduce how much well pay.
We wont pay for any search and rescue charges

We provide cover for Medical evacuation and Medical
repatriation expenses for certain events listed in You need
medical help on your trip on page 40. But we wont cover
search and rescue charges that arise under any event in this
policy.
We wont pay for any consequential loss, including (but
not limited to) loss of enjoyment
Insurance can help protect your finances if something goes
wrong, but its not about protecting your dreams. So if you
break your leg on the first day of a ski trip due to an accident
and have to sit around the lodge, well cover your Overseas
medical costs, reimburse you for your unused ski passes and
even give you a room service supplement if you get stuck
in your hotel room for more than two days. But we wont
compensate you because you didnt get to have fun skiing
every day as planned.
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Claiming

The trip limit or total sum insured is the maximum you can
claim for a particular expense or benefit type for any and all
events in the aggregate that relate to your trip. The trip limit for
each expense (or benefit) type is shown in the section What you
can claim under each event.
Some trip limits are flat dollar amounts, some are unlimited, and
some are calculated based on the number of primary travellers
(all travellers other than dependants) on your policy.
Trip limits expressed as

per primary traveller
Where a trip limit is expressed as a dollar amount per primary

traveller, this means we calculate that trip limit based on
the number of primary travellers shown on the COI. Primary
travellers are all travellers shown on your COI other than
dependants. Even though dependants arent factored into the
calculation of the amount of such trip limits, theyre still covered
by and subject tothe trip limit (unless otherwise indicated for the
specific expense type). Further, any expenses you claim for a
dependant count towards all trip limits.
What we mean by combined limits
Cancellation, rearrangement and

extra trip costs explained
Some expense types share a single trip limit with other expense
types. These trip limits are marked as having a combined limit.
This means that the maximum you can claim for the expense
types grouped under that combined limit for any and all events is
the combined limit shown.
Many of the events under your policy may allow you to claim for
Cancellation costs as well as Rearrangement or Extra trip costs
(see Summary of cover on page 6). Heres what we mean by these
expense types and some conditions that apply:
Are there any other limits that affect how

much you are covered for?
This is the value of any unused, pre-booked accommodation,

prepaid transport, prepaid tours and prepaid public events (such as
a concert or play), including the cost of reimbursing frequent flyer
points, less any refunds you received or are due to receive. It also
includes cancellation fees (for example, travel agent cancellation
fees) and up to $2,000 for tuition or course fees (less any refunds
you received or are due to receive).
Yes. There are item limits for individual pieces of luggage, which
limit how much you can claim. There are also sub-limits for
certain categories of expenses.
For example, luggage claims have a trip limit of $6,000 per
primary traveller. However, within the luggage expense type, you
can only claim up to a sub-limit of $2,100 for jewellery. Any item
limits or sub-limits are referenced in the What you can claim
section within each event.
Example - how the per primary traveller trip limit works

Alex and Chris are taking their two kids (Marcus, aged 6, and Louise, aged 8) to Disneyland. Alex and Chris are listed on their
Certificate of Insurance (COI) as primary travellers. Marcus and Louise are shown as dependants.
Unfortunately Louise likes the rock candy at Disneyland a little too much and ends up chipping a tooth. Alex and Chris take her to
the local dentist the next day, who puts in a temporary filling to relieve her pain and tide Louise over until they can get her home to
her regular dentist. Dental appointments in the US can be expensive, and this costs $600.
The trip limit for dental expenses on their policy is calculated as follows: there are two primary travellers, so the trip limit is 2 x
$1,000 for a total of $2,000. Alex and Chris selected the Excess Buy-out Option at the time they bought their policy, so there is no
excess payable, and they are entitled to a full refund of the $600.
This leaves $1,400 that they can still claim against the policy for any emergency dental treatment the rest of the family might need
on the trip.
Cancellation costs
Claiming travel agent cancellation fees

If you are claiming for travel agent cancellation fees as part of your
Cancellation costs, well pay up to 10% of the amount paid to the
travel agent or $2,500 per primary traveller (whichever is less) when
youve either paid in full or paid the maximum deposit at the time of the
cancellation. We wont pay any travel agents cancellation fees above the
level of commission or service fees normally earned by the agent.
Rearrangement costs
This is the value of any costs to rearrange any pre-booked

accommodation, prepaid transport or prepaid tours, including
bookings made with frequent flyer points, prior to leaving on your
trip. The cost to rearrange your trip (including any cancellation costs
related to the same event) must be the same or less than what it
would have cost to cancel your remaining plans. If its more than this,
we may either not pay your claim or reduce how much we pay.
Real life example

Its the day before you leave on your trip and your flight to
Bangkok is delayed by 24 hours due to a hurricane. You have to
cancel your first nights accommodation at the last minute, and
the hotel wont give you a refund. The amount youve prepaid
for that nights accommodation is a cancellation cost. If you also
have to pay a fee to rearrange a connecting flight from Bangkok
to Phuket, this is a rearrangement cost.
99
Claiming
Extra trip costs

This is the difference between what you paid or would have paid for your transport, tours, accommodation and tourist visas if your trip
had been undertaken by you as originally planned and what your trip actually costs due to the occurrence of an event. Well also cover
any extra meals, but only where the expense is incurred on or after your planned trip return date. For all extra trip costs, well only cover
an expense covered by your policy if youre actually out of pocket. So if the airline gives you a meal voucher, youre not out of pocket.
Whats an extra trip cost?
If the expense happens
Within the dates of your original trip
On or after your planned return date
You can claim for
Any reasonable and necessary extra transport,

tour and accommodation costs, over and above
what you would have had to pay if your trip had
been undertaken by you as originally planned. It
includes any fees you may be charged to change a
booking as well as any extra tourist visa costs.
All reasonable and necessary extra transport,

accommodation, tourist visa and meal costs
including any costs to change any pre-booked
transport home. Well also reimburse the full cost
of extra accommodation and meals.
There is no cover for meals within the dates of your

original trip.
For example
But remember, we will only reimburse you at a

similar level of cost to that which you incurred on
your trip prior to the event.
On your way to Edinburgh from Melbourne via

London a strike has grounded all planes out of
Heathrow. You have to spend your first night in
London, instead of Edinburgh.
Youre in New York, enjoying the Big Apple, when

Snowmageddon hits!
Youre able to cancel the first night at your

Edinburgh hotel (which would have cost you $250)
without penalty. But the only comparable hotel
room you can find in London is $350. You can claim
the extra $100 for your first nights hotel cost, as
its more than what you had originally budgeted to
pay for the night.
You end up spending an extra three nights in New

York, beyond what you had planned. Luckily, the
hotel you were in is able to extend your stay.
The strike continues for a second day, so you

decide to cancel your flight and catch the train to
Edinburgh instead. Your flight would have cost you
$400, and the airline gives you a full refund for this.
The rail ticket costs $300. So because this is less
than the $400 you had budgeted to pay for your
flight from London to Edinburgh, there are no extra
costs to claim.
You were due to fly home to Perth the following

day, but all airports are closed.
We cover the full cost of your extra three nights

accommodation, plus any extra meals you eat
after the time you would have originally left for the
airport.
Other conditions you need to know that may impact or affect any
claim for extra trip costs and extra accommodation costs are:
Transport costs must be at the same (or lesser) fare class,
and accommodation must be at the same (or lesser) standard
as the remainder of your trip. If its not, we may decline your
You can only claim for the reasonable cost of meals that
occur after the time you were originally to have departed for
your home in Australia that is, after your trip originally
should have ended.
If you didnt have accommodation or transport arranged,
and these costs are incurred during the original dates of your
trip, there is no cover for those particular expenses. The only
exception is when your claim is for an event that involves
returning to Australia earlier than your originally planned
return date where you didnt have a flight back to Australia
already booked. In that instance well deduct from your total
claim the cost you would have normally paid for an economy
class airfare at the carriers regular published rate for the
journey home or our actual cost incurred, whichever is less.
You may claim for the cost of phone calls while youre on
your trip, but only for calls to our Emergency Assistance
team or calls to carry out the actions in the What to do
when instructions in the event youre claiming for. We dont
cover data charges, so be careful with global roaming.
If you receive or are due to receive any other
compensation to cover your extra trip costs such as
from an airline well deduct this from the amount we pay
you.
Cover for transport costs under this expense type doesnt
include the cost of resuming your trip from Australia if you
have returned home earlier than planned. However, you may
be covered for a Resumption of trip costs expense if you have
to return home from your trip earlier than planned and your
claim is made under the event Someone at home or your
travelling companion is sick or injured or dies.
100
Additional information
Section 7.0
102
103
Definitions 104
101

When you buy a policy from us, well set out the terms of your cover on your Certificate of Insurance (COI). But we understand
your trip plans may change. If they do, contact us and well tell you what to do next. Here are some things you need to know
about some common changes that people make to their policies.
Staying longer? Or need to change your travel dates?

Extend or buy a new policy?
Depending on your circumstances, if you want to change the dates
of your cover, youll either need to extend your policy or buy a new
one (for the additional days). Heres when you can extend your
policy:
if all travellers are currently within the plan age limits
such as if you are travelling with a dependant who is still
under 25;
if you havent claimed and dont intend to claim under an
event that has already occurred;
if your health (and any other relevant circumstances that
might foreseeably lead to a claim) havent changed; and
if you dont have any specified medical conditions on your
current policy.
Already travelling?
It can be hard to say goodbye so well usually extend your policy
if youre not ready to come home from your trip.
But make sure you do this before it expires (at 11.59pm AET) to
avoid the 72-hour waiting period on a new policy.
You can only extend a policy up to a maximum of 12 months from
the original start date shown on your COI.
Bringing the kids?

If you decide you want to bring the kids along after all, simply
contact us, and you may be able to add them to your policy.
If your children (and grandchildren) travel with you for the
majority of your trip, well cover them under your policy as
dependants at no extra charge, provided that:
they are under 25 at the time you buy your policy;
they dont have a full time job; and
you havent claimed and dont intend to claim under an event
that has already occurred.
To be covered all dependants must be listed on your COI as
Insured Dependants.
If you dont satisfy all these criteria, dont worry; you can apply to
buy a new policy for the additional dates.
Changed your mind? Your

money-back guarantee.
If you dont qualify for an extension and have to buy a new policy
to cover your additional travel days, the Product Disclosure
Statement (PDS) in use at the time you buy your new policy will
apply.
You have 14 days from the day you buy your policy to decide if the
cover is right for you. If its not, you can cancel your policy within
this cooling-off period and well give you a full refund of your
premium provided that:
you havent started your trip;
you havent made a claim; and
you dont intend to make a claim or exercise any other right
under the policy.
When cancelling your policy outside the cooling-off period, we will
not refund any part of your premium.
102

In this section you can find information about your legal rights and obligations as prescribed by law. If anything in this section is confusing or
unclear, contact us and well be happy to explain it to you.
About the way we do business
Other important matters
General Insurance Code of Practice

We have adopted the General Insurance Code of Practice
developed by the Insurance Council of Australia. The Code is
designed to promote good relations and insurance practice
between insurers, authorised representatives and consumers. The
Code sets out what we must do when dealing with you. Contact
us if you would like a copy of the Code of Practice.
Handling complaints
We will respond to your complaint within 15 business days. If more
time is needed to collect necessary information or complete any
further investigation required, we will agree with you a reasonable
alternative timeframe.
Where the information is not something that would be

materially adverse from the point of view of a reasonable
person considering whether to buy this product, the
updated information will be available at suresave.com.au.
You can get a paper copy free of charge by contacting us.
For more information on how we handle complaints about this

insurance or the services provided to you by the underwriters,
Cerberus or SureSave, see our website at
suresave.com.au/complaints.
Date this PDS was prepared

29 January 2016
Privacy
We take your privacy and the privacy of any information you
provide to us very seriously. We comply with the Privacy Act
1988 and the Health Records and Information Privacy Act 2002
and have developed a Privacy Policy that governs our handling of
personal and health information. See our website at
suresave.com.au/privacy to view our most up-to-date privacy
policy.
Preventing Fraud
Insurance fraud places additional costs on honest policyholders.
Fraudulent claims force insurance premiums to rise. We
encourage the community to assist in the prevention of insurance
fraud. All information will be treated as confidential and protected
to the full extent under law. You can help report insurance fraud
by contacting us.
Jurisdiction and Choice of Law

This policy is governed by and construed in accordance with the
law of New South Wales, Australia. You agree to submit to the
exclusive jurisdiction of the courts of New South Wales under this
Jurisdiction and Choice of Law clause.
Updating the Combined FSG and PDS
This Combined FSG and PDS is current for the period of insurance
outlined on your COI. From time to time, we may need to update
this document or issue a Supplementary PDS or Supplementary
FSG if certain changes occur, where required and permitted by law.
If the changes materially affect the policy you currently have with
us, well issue you a new PDS or new FSG to update the relevant
information. We ask that you read the new documents in full to
ensure that you understand the changes, as they may affect your
decision to purchase this insurance product with us.
103
Definitions
Heres a list of the defined terms used in this PDS, along with their definitions. To help you understand these defined terms and their special meanings when
used in your policy, weve made them bold and light grey. Where a definition listed below is used in different forms (for example, in the plural, as adjectives, in
past tense), it has the same meaning as those shown below. These definied words form part of the terms and conditions of your policy.
Term
Meaning
Term
Meaning
accident
Means an unexpected, unintended, unforeseeable incident.
COI
Means your Certificate of Insurance
arise
Means directly or indirectly caused by, resulting from, related to or in

any way associated with.
depreciated value
automatically accepted,
automatically covered
Means that the medical condition referred to is an automatically

accepted condition.
Means the current value of an item at the time the event you are
claiming under occurs - which is calculated by deducting an amount
determined by us for wear, tear and age from the original purchase
price of the item.
automatically accepted
condition
See Automatically Accepted Conditions on page 16 for details.
dependant
benefit, benefit type
See Expenses and benefits explained on page 98 for details.
cancellation related
expenses
See Extra cancellation cover on page 25 for details.
Means your children (and grandchildren), not in a full time job, who
are under the age of 25 at the date of policy issue, travelling with
you on the majority of the trip and are shown on your COI as Insured
Dependants.
essential item
carer
Means any individual who has sole, full-time care of your children while
you are on your trip. The children must be under the age of 16 years,
normally reside with you but not be travelling with you on your trip.
See Whats an essential item? in the Luggage section on page 63 for

details.
event
cash
Means coins and notes which are current legal tender in any country in
which you are travelling on your trip. It also includes travel money cards
and travellers cheques. It specifically excludes gift cards, gift vouchers,
poker tokens, lottery tickets or any similar items used in gambling, as well
as any other financial instruments (such as bonds and bills of exchange).
Means certain circumstances or incidents that happen before you

travel and/or while you are on your trip. For details of the events
covered under your policy, see Events (when youre covered) on page
26.
excess
existing medical
condition
See Travelling with an existing medical condition on page 14 for

details.
Means your children and grandchildren, including newborn children,

adopted children, step-children, children in your foster care, and
children being cared for by you under legal guardianship arrangements.
expense, expense type
See Expenses and benefits explained on page 98 for details.
full time job
Means full-time permanent employment in Australia of at least 30

hours per week.
Means a persistent and lasting medical condition. Some examples

include: constant pain; a pattern of relapse and remission; or a condition
that is characterised as long-lasting, recurrent or long suffering.
grandchild
Means the child of one of your children.
home
Means your main place of permanent residence in Australia. It

specifically excludes secondary residences (for example, holiday
homes), PO boxes and other mailbox rental addresses, and business
addresses.
child
chronic
close relative
Means your relative (or a relative of a member of your travelling party)

who is residing in Australia or New Zealand. It includes only these relations:
spouse or de facto partner; parent, parent-in-law, de facto parent and de
facto parent-in-law; child, daughter-in-law, son-in-law; brother, sister,
brother-in-law and sister-in-law; grandchild and grandparent; step-parent,
step-son and step-daughter; fianc and fiance; or your legal guardian.
104
Term
Meaning
Term
Meaning
incapacitated
Means that a doctor has certified in writing that due to a medical

condition, the affected person is unable to perform the majority of the
following day-to-day tasks without assistance from a third party:
medical aids
Means:
Washing themselves;
Getting dressed;
Communication aids (e.g. hearing aids)

Mobility aids (e.g. walkers, crutches, wheel chairs)
Prosthetic limbs, medical grade footwear and orthotics
Sight aids (e.g. prescription glasses)
Dental aids (e.g, dentures, dental prostheses)
Cooking or preparing meals (where it was something the affected

person normally did);
medical condition
Shopping for food and groceries (where it was something the

affected person normally did).
Means any disease, illness or injury - but does not include any mental,
emotional or nervous conditions.
medically necessary
See What you need to know... in the Medical section on page 42 for details.
medical practitioner
Means someone registered and board certified by the National and/or

State Health Board either in Australia or in the country in which you are
travelling while on your trip, and who is licensed to provide treatment,
medication/prescriptions and medical opinions and reports for example,
doctors, physiotherapists and dentists. A medical practitioner does not
include anyone who is related to you or a member of your travelling party.
mental, emotional or
nervous conditions
Means the following conditions, whether they arise independently or are

secondary to other medical conditions:
incident
Means an occurrence or chain of occurrences which has caused an

event. For example, if there is a cyclone which causes your flight to be
cancelled, the incident is the cyclone (considered to be severe weather)
which leads to the event Your flight, other scheduled transport or tour
is delayed - and its not the operators fault on page 52.
injury, injured
Means a bodily injury caused solely and directly by a violent, visible,

external accident which necessitates going to a doctor for treatment
and which does not result from any sickness or disease.
insolvent, insolvency
Means bankruptcy, provisional liquidation, liquidation, appointment

of a receiver or administrator, entry into a scheme of arrangement,
statutory protection, stopping the payment of debts, or anything of a
similar nature under the laws of any jurisdiction relevant to the event.
Psychiatric, mental, nervous, emotional and personality disorders.

Examples include phobias (such as fear of flying), stress, dementia,
anxiety and depression;
item
Means a single article or unit in a collection. An individual item also

includes a pair of items or related set of items. This means that a single
item limit applies to a pair or related set. Examples of individual items
include but are not limited to:
Therapeutic or illicit drug or alcohol addiction;

See What we mean by in the event A one off performance or
function is cancelled or rescheduled on page 36.
on the person
See What we mean by... in the Travel docs or cash section on page 69.
operator
Means a company that is providing transport or tour services such as

an airline.
Means necklaces, pendants, bracelets, bangles, rings, watches,

broaches, earrings (or anything else worn as an ornament in any
piercing anywhere on your body), anklets, tie pins, cuff-links and any
other personal ornament which contains precious metal and/or gems.
overnight tour
See What we mean by in the Cancel or rearrange pre-trip section

on page 30.
part-time permanent job
Means a period of employment of at least 24 hours (or three full days)

a week. It does not include casual work.
See What is Luggage? in the Luggage section on page 58 for details.
pregnancy complication
Means a medical condition in respect of which the diagnosis is distinct

from pregnancy but is caused by or adversely affected by pregnancy.
primary traveller
Means all travellers shown on your COI as Insured Primary Travellers. It

does not include dependants.
A matching pair of earrings;

A set of skis with bindings.
luggage
Eating disorders.
one-off performance or
function
A camera plus a single lens, tripod and other accessories

(attached or not);
jewellery
Physical, mental or emotional exhaustion for example, jet lag;
105
Term
Meaning
Term
Meaning
public event
Means any event or function for which the general public can purchase
tickets and attend. It includes, but is not limited to, sporting events,
concerts, shows and festivals. It specifically excludes privately
organised events and events where no fee is paid to attend such as
weddings, birthday parties, anniversaries or athletics carnivals.
someone at home
Means either:
public place
reasonable
Means any place that the public has access to including, but not
limited to, planes, trains, cruise ships, taxis, buses, air or bus terminals,
stations, wharves, streets, museums, galleries, hotels, hostels,
dormitories and other shared accommodation (unless it is a private,
locked room occupied only by you and/or your travelling party), foyers,
grounds and common areas, campgrounds, beaches, restaurants, cafes,
private car parks, public toilets and general access areas.
your close relative (or the close relative of your travelling companion);
the person managing your business interests while you are travelling
on your trip (where you are a sole trader, owner in a family business
or a partner in a partnership); or
the sole, full-time carer of your children (under age 16), where
the children normally live with you in Australia and who are not
travelling with you on your trip.
specified medical
condition
Means an existing medical condition that we have agreed in writing

to cover under your policy and for which you have paid an additional
premium. The additional premium will be shown on your COI. See
Travelling with an existing medical condition on page 14 for details.
sports and leisure

equipment
Means any equipment, excluding clothing (but including protective

clothing) used in a sporting or recreational activity for example,
helmets, bicycles, skis, golf clubs, fishing rods.
standard cover
See Summary of cover on page 10 for details.
travel documents
See What we mean by: in the Travel docs or cash section on page 70.
travelling companion,
travelling party
Means Insured Primary Travellers and any Insured Dependants (shown

on your COI), as well as any other person who has made arrangements
to accompany you for at least 50% of your trip.
travel services provider
See What do we mean by... in Your travel services provider

becomes insolvent on page 39.
trip
Means the period of travel to the destinations shown on your COI that starts
and/or ends at your home in Australia. It must be overnight or longer and
you must travel more than 100 kilometres from your home in Australia.
trip limit
See Making a claim page 96 for details.
unfit to travel
Means that your medical practitioner has advised you, prior to the
departure date shown on your COI, that you are unfit to travel on your
trip for medical reasons.
Means:
For events: reasonable means what a prudent person would do or
expect in a similar circumstance.
For overseas medical expenses: the standard level of care given in
the country you are in, including the use of the public health care
system where there is a Reciprocal Health Care Agreement in place
with the Government of Australia.
For luggage claims: when used in relation to value, refers to the
level of quality (and/or performance) as compared to items of a
similar age, style, brand and use, or as determined by us.
For the standard of travel or accommodation expenses: we will take
into account the level at which you travelled for the majority of your
trip.
For all other expenses: we will take into account the general
standard of travel for the majority of your trip in determining what
reasonable or reasonably means.
rental vehicle
See Your rental vehicle is in an accident, damaged or stolen on

page 66 for details.
scheduled and publicly

available
See What we mean by... in Cancel or rearrange pre-trip on page 30.
scheduled transport
See What we mean by... in Cancel or rearrange pre-trip on page 30.
significant other
Means your spouse, de facto partner, boyfriend or girlfriend or anyone

else that you have an established romantic or sexual relationship with.
valuables, valuable items See What we mean by in the Luggage section on page 60.
we, our, us, ourselves
Means certain underwriters at Lloyds who deal with you through their
agent, Cerberus Special Risks Pty Limited, and SureSave Pty Limited.
winter sports
See Your winter sports holiday doesnt go to plan on page 90 for details.
you, your, yourself,

yourselves
Means the insured shown on your COI as Insured Primary Travellers

and Insured Dependants.
106
FSG

In this section you can find information about who SureSave is, and the financial services we provide to you. It aims to help you make an
informed decision about the services SureSave offers and how we are paid for those services. You can also find out about how we deal with
any complaints and disputes.
About SureSave
Your insurance is underwritten by certain underwriters at Lloyds
(the insurer) giving you the security of a policy issued by one of
the worlds largest specialist insurance markets.
SureSave Pty Ltd ABN 82 137 885 262, AR 339902 (SureSave),
is an authorised representative of Cerberus Special Risks Pty
Ltd, ABN 81 115 932 173, AFSL 308461 (CSR) and is authorised
by CSR to distribute and issue travel insurance policies online.
SureSave may also provide you with general advice about the
travel insurance product.
CSR acts as the underwriting agent of the insurer under a binding
authority from the insurer which means it can issue, vary, renew
or cancel your insurance on their behalf. CSR is authorised to
provide general financial product advice and deal in general
insurance products and also handles and settles any claims you
make. CSR receives a percentage of the premiums you pay to
the insurer for the services it provides. CSR pays a percentage
of its commission to SureSave for its role. CSR may also receive
a profit-based commission from the insurer, based on the
profitability and performance of all insurances placed by CSR, if
the insurer makes an underwriting profit in any given year.
SureSaves employees are paid an annual salary and may be
paid a bonus based on business performance. SureSave pays
commissions to entities that refer clients to them, which are
calculated as a percentage of the premiums paid.
Feedback, complaints and

disputes
If you have any feedback about our service positive or negative
we would like you to share it with us. You can either call us on
1300 787 376, or email us at info@suresave.com.au. If you wish
to lodge a complaint or dispute, well manage it by following
our Internal Disputes Process. You can find details of this on our
website or by calling us.
If your complaint or dispute is not satisfactorily resolved by
our Internal Disputes Process, you can request that the matter
be reviewed by the Financial Ombudsman Service (FOS) in
accordance with our External Disputes Process. FOS is an
independent body that operates nationally in Australia and aims
to resolve certain insurance disputes. For more information on
our External Disputes Process, go to our website or call us on
1300 787 376.
Other information about us

Your privacy. We take your privacy seriously and adhere to
the Privacy Policy detailed on our website at
suresave.com.au/privacy.
Professional Indemnity Insurance. CSR has professional
indemnity insurance arrangements that cover errors and
mistakes relating to its insurance services. The policy
complies with the requirements of the Corporations Act and
provides cover for claims relating to the conduct of CSR,
SureSave and its employees even after a person ceases to
be employed or authorised by them, provided that the claim
is properly notified to the professional indemnity insurer and
within the relevant policy period.
Where this insurance is provided to you by one of CRSs
and SureSaves partners, that partner is required to hold
professional indemnity insurance arrangements that cover
errors and mistakes relating to its insurance services. The
policy complies with the requirements of the Corporations
Act and provides cover for claims relating to the conduct of
the partner and its employees even after a person ceases to
be employed or authorised by them, provided that the claim
is properly notified to the professional indemnity insurer and
within the relevant policy period.
This document. CSR is responsible for this FSG, which was
prepared on 29 January 2016.
For more information on commissions or remuneration paid for

financial services provided, contact SureSave either before you
buy your insurance or within a reasonable time of receiving this
Combined FSG and PDS.
107

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Everyday Insurance

Combined Financial Services Guide

Product Disclosure Statement

About this document

Product Disclosure Statement

What we mean when we say...

Before you buy

Here are some important terms to flag up front:

Need to talk to us?

The first part of this document, the Product Disclosure Statement

Financial Services Guide

You, your, yours, yourself and yourselves mean

The Financial Services Guide (FSG) provides the information

Your contract with us

Travellers and Insured Dependants.

Here are our contact details:

Phone +612 9234 3113 or +612 8256 1513

Phone 1300 787 376 or +612 9234 3111

Phone 1300 763 872

1300 625 229

Your obligations, including what you need to tell us when

Product Disclosure Statement

Product Disclosure Statement

4.0 Events (when youre covered)

2.0 Summary of cover

4.1 You havent started your trip yet, and you

3.0 Getting to know your cover

4.2 You need medical help on your trip

The basics: who, where, what, when

Travelling with an existing

Automatically Accepted Conditions

Travelling while pregnant?

Working and volunteering on your trip

Cover for sports and other activities

Winter Sports Option

New for Old Luggage Option

Extra cancellation cover

Rental Vehicle Excess Option

Excess Buy-out Option

6.0 Claiming on your policy

What to do if you need to claim

Will you have to pay an excess?

Expenses and benefits explained

4.3 You have trouble getting from A to B

How do trip limits work?

4.4 Your luggage is lost, stolen,

Cancellation, rearrangement and extra

7.0 Additional information

Changing your policy

The legal stuff you need to know

4.5 Your rental vehicle is in an accident,

4.7 You need to change your trip plans

4.8 You are being sued (personal liability)

4.9 Something goes wrong on your

5.0 Things well never cover

Financial Services Guide

Product Disclosure Statement

About Everyday Insurance

Quick start guide

Our company is built around travel and people. We live

What makes Everyday Insurance by SureSave right for you?

We specialise in travel insurance. The world is full of

Everyday Insurance by SureSave provides expenses and